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Complete ID

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593 User Reviews

9.0

Overall Score

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*. 

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Customer Review: David Leftwich from Loudon, Tennessee

"The representative I spoke with at Complete ID was polite, helpful, and thorough in answering my questions. I am totally pleased with their service."

Read on to learn more about Complete ID's services and to read verified Complete ID reviews from customers.

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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 each Executive Costco member.

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.

Additionally, Complete ID appears to go the extra mile and runs a comprehensive check on new customers (after their initial sign up) to see if there are any "previous or ongoing instances of ID theft." 

Monitoring Services

Complete ID offers a large number of identity monitoring services, including credit monitoring from all three major credit bureaus (Experian, Equifax, and TransUnion). In terms of credit monitoring, the company offers monthly credit score updates (VantageScore), annual three-bureau VantageScores, annual three-bureau credit report, a financial dashboard, and credit alerts.

Potential customers should note that the company's credit monitoring service 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 its credit monitoring service, Complete ID offers financial account monitoring, criminal record monitoring, non-credit identity monitoring, dark web surveillance, payday loan monitoring, neighborhood watch alerts, mail change alerts, 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 various identity theft situations, like data breaches or other forms of identity abuse, occur. 

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 fraud/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 for the theft. The specialists walk customers who have had 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 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/suspicious 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 and Information

Lack of Services and Information

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.

The identity theft protection company's website does not seem to provide information regarding anti-virus software and customer-based mobile app options. 

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The Bottom Line

Complete ID offers a number of affordable identity protection services and several monitoring services including financial bank account monitoring, credit monitoring services for the major credit bureaus, as well as social security number monitoring, payday loan monitoring, and up to $1 million in identity theft insurance.

It's important to note that those who have an Executive, Gold Star, or Business Costco membership are able to purchase Complete ID's identity protection services at a lower rate than those who do not have a Costco membership. 

In terms of insurance, the company covers lost or stolen wages, legal fees, and more after a theft takes place. Additionally, the identity protection service includes reliable identity restoration assistance which involves 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 real-time 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. Additionally, the company does not appear to offer information about any anti-virus software. Customers who wish to enhance their personal device security may have to buy the software themselves.  Additionally, there is a lack of information on the company's website regarding any mobile app options. 

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 and personal information.

*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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Star Rating

3.7

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593 Reviews

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4 grade

9%

3 grade

9%

2 grade

8%

1 grade

20%

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b despaigne ,

After receiving alerts that some of my information was on the dark web, I attempted to contact Complete ID. I was on hold for over 3 hours and gave up. I tried back again in the evening and was on hold for 2 hours before giving up. I tried to find a way to email Complete ID with my concerns or do a live chat but those options were not available. I called Costco to have them try and get someone to call me from Complete ID. I received a call back but it went straight to voice mail. The voice mail message was mostly indecipherable although I was able to make out it was a call back from Complete ID. If I need to address an identity theft issue immediately, it appears I could be in a situation where I am not able to get any help from Complete ID. I have no idea if my information that was found on the dark web was removed but I can only hope Completed ID removed it. I'm hoping to find an Identity Theft company who can provide multiple ways to contact them and will actually take my call if I need to talk to someone.

8 months ago

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Ara Minassian Flower Mound, TX

I trust Costco so I thought this would be a good company. It cost a little less than Lifelock. Now that I have had an incident and had to contact support, I was completely dissatisfied. I spent an hour on the phone with someone who could barely read her script. Basically, she redirected me and told me what I need to do on my own to monitor the situation more closely. WHAT???? That's what I was paying them for and for them to correct the situation, not to tell me call this company and call that company and so on. Although the monitoring is useful, when you have an issue, they are not helpful at all. What am I paying for????

9 months ago

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Reply from Complete ID

Thank you for your review, Ara.  I know having a fraud event occur is very concerning.  We do have fraud specialists here but some circumstances would require the consumer to call the creditor as they are the ones reporting the information.  We appreciate any opportunity to support you again.  Thank you for sharing your experience with us. - Maggie

Oct. 30th, 2020

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Dave Arlington, TX

I received an email notification that personal information was found on the dark web and that I should contact CompleteID to help resolve issue. Spent a total of 3.5 hours on hold with a recording saying my call was very important to them and thanking me for my patience. On the first call, I ran out of patience after an hour. On the second, I waited 2.5 hours thinking they were actually going to help me. The representative simply suggested that I contact the issuer of the data that was found on the dark web. I'm not sure why they didn't just state that in the actions they told me to take rather than to call them. Doing so would have saved 3.5 hours of frustration and would have given their folks more time to actually help people. They really need to invest in a callback system so that one is able to go on about their life without being on hold with a phone nearby. Very poor customer service. I guess that's why it's significantly less expensive than the regular Experian service.

9 months ago

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Reply from Complete ID

Thank you for leaving a review, Dave. We did experience an influx of call volume due to that alert. These are all great suggestions and we truly apologize about your wait time. We are monitoring our call volume at this time and have resolved the concern about the wait time. Thank you - Julie

Oct. 8th, 2020

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George Nelson Morrisville, PA

Terrible customer (un)service. Day 1 I waited on hold for 1 1/2 hours and was cutoff. at dinner time I called again and was on hold for 3 1/2 hours and was terminated probably because they closed the office. Called again the second day and waited 2 1/2 hours and finally got a rep. No apology for the L O N G wait and she did not really tell me much. This was in regards to someone using my drivers license which is a sign of identity theft. If that was the case, I would have been totally broke Looking at LifeLock even though it costs more. Cannot believe Costco actually support this service; very unlike their business philosophy

9 months ago

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Reply from Complete ID

We completely agree that you should never wait to speak to someone about an alert. We do apologize about your experience and have taken great care to ensure this is resolved. We had an usual amount of calls come to us all at once due to an alert that was sent out. We have resolved the concern of your wait time. Please call us again. We are available 24/7/365. Thanks, Julie

Oct. 2nd, 2020

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Lyle Larson Tucson, AZ

Called 9-13-20 after receiving an alert fo activity on a dormant credit account. Could not tell me an account number or source of the account and told me to call 9-14 to get in touch with your resolution team. I did just that and was told someone would call me between 3 and 6 PM within 24-48 hours. I called again 9-15 after failing to get a call back. I received a message and email 9-16 with contact information for a James S. I left a phone message and sent an email and as of 9-17 Friday morning I have not been contacted. Very frustrated and disappointed with your lack of response. I’m very concerned with this alert and haven’t been able to find out anything in 6 days . It looks like Costco picked the wrong identity protection company to represent them. Lyle Larson

10 months ago

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Reply from Complete ID

Thank you for sharing your experience, Lyle. I will send your feedback to the manager of our resolution specialist department. This does not meet our customer experience expectations. I hope this helps-Julie.

Sep. 21st, 2020

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Debra N Eastsound, WA

I would not recommend Complete ID. I called Complete ID on August 12, 2020 and asked for a Restoration Specialist to help us. Our identity was hacked, an unemployment claim was entered for us, an impersonator had called our credit card company and was twice able to get the password and security questions changed. I have followed up since no one has contacted us and on August 22 I was told the Restoration Specialist had called our home on August 21 at 3:41pm, but no one picked up the phone and there wasn't an answering machine. Well, I was at home all afternoon on August 21 with 3 other people preparing a birthday dinner and the phone didn't ring all day or all night.

11 months ago

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Reply from Complete ID

I can understand how concerning this is. Our restoration specialist will keep trying to call you back at least three times. Since you were home waiting for the call, I worry that we may have the wrong phone number for you. We want to help you with your identity theft event, please call us back so that we can understand what happened and work towards a resolution. Thanks for sharing your experience. - Julie.

Aug. 25th, 2020

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Marianne Foster Langhorne, PA

Since I received the first notification, it actually took me several times to get through to your company. On 2 previous occasions for this notification, I hung up after holding for over 1 hour. When I finally got through last evening, I was not impressed with your customer service representative. He was not at all helpful and did not appear to care about my situatuon and/or how I could rectify it.

9 months ago

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Reply from Complete ID

Hi Marianne. We are sorry to hear that you weren't able to reach us when you initially tried and understand the frustration. We were experiencing longer than usual hold times due to an alert that had been sent to many customers and have since rectified our hold time issue. We will also be reviewing this call to see how we can improve. If you happen to still need assistance with this, please reach back out to us and we will be happy to help. We are available 24 hours a day. Thanks. -Maggie

Oct. 29th, 2020

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Sanjeev Bissessar Boca Raton, FL

I called to inquire about a derogatory mark on my credit report. After 5 minutes of reviewing my report with the rep, he knew less than I did from me just taking a quick glance at the information I obtained from Credit Karma. I hung up because it was easier for me to resolve the problem than for me to stay on the phone with someone that clearly didn’t have the quick tools to assess what was needed to identify the problem and how to fix ir.

9 months ago

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Reply from Complete ID

Thank you for sharing your experience with us, Sanjeev. We will use this information to keep improving. We do need to ask permission to be able to look at your credit report. However, I am glad to hear that you were able to retrieve that information quickly. Thanks, Maggie

Oct. 30th, 2020

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James San Antonio, TX

Complete ID reported my drivers license was found on the dark web and asked me to call them to "determine if identity theft has occurred." Over a total of four days I was on hold for over 7 hours before anyone answered. The representative then told me to call my DMV to report the problem. That sorry treatment comes after many years of paying their fees!

9 months ago

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Reply from Complete ID

Hello James. Thanks for sharing the feedback about your experience. We understand the frustration of how difficult it was to reach an agent on the phone. We experienced a high call volume for a few days due to the same alert you are referring to. Our recommendation is to reach out to the DMV to let them know that your driver's license number was located on the dark web because they will be able to provide assistance in determining the best course of action for your individual situation. -Maggie

Oct. 30th, 2020

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Roger Ingersoll Houston, TX

Horrible. I waited over 2 hours until finally giving up. The website does not have a chat option, nor does it have an email address to send questions to. So the only contact option is the 855.591.0202 phone number. The next day when I called the number the recording had changed saying "if you've been notified about a drivers license number problem on the dark web, go see the issuer of your drivers license." What kind of assistance is this? I expect some form of guidance from Complete ID before waiting in line at the Driver ID county building. THIS IS RIDICULOUS.

9 months ago

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Reply from Complete ID

Thank you for leaving a review, Roger. We were having a sudden unusual spike in our call volume. We apologize about your wait time and have since resolved that concern. This type of alert can be concerning. We monitor the dark web and alert you to information that was found. If your alert stated that your drivers licence number was found on the dark web then you could notify your Driver ID county that your drivers license number was found on the dark web. I hope this helps. Please call us if we can be of further assistance. Thank you - Julie

Oct. 8th, 2020

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KCS Cupertino, CA

I have called several times, but the issue is still not resolved. I am not able to see my credit score in my account. I am shocked to know that my account was never enable to check the credit score. I feel what ever the subscription amount I have been paying to complete ID, is not worth. I suggest your team please review my case and resolve the issue ASAP.

9 months ago

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Reply from Complete ID

Thank you for your review, KCS. We have resolved our wait time issue and encourage you to please call us back for review of your case. Thanks, Julie

Oct. 2nd, 2020

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ELIZABETH LEWIS Dallas, TX

Like others said-terrible customer service. Three times I've called and been on hold for THREE HOURS after getting a notification and just end up hanging up because who has that much time to spend on their phone. They have zero other ways to get in contact with someone from customer service so your ONLY option is to call them. I guess they are cheap for a reason and this is why.

9 months ago

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Reply from Complete ID

Thank you for your review, Elizabeth. You should never have to wait to speak to someone. We do apologize about your experience and have taken great care to ensure this is resolved. We had an usual amount of calls come to us all at once due to an alert that was sent out. We have resolved the concern of your wait time. Please call us again. We are available 24/7/365. Thanks, Julie

Oct. 2nd, 2020

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SN Austin, TX

I have to agree with another reviewer about Costco picking the wrong service. I have been on the phone waiting to talk to someone for the past 3 hours! I received an alert that has me upset and I want to know more to find out how to fix this! The alert tells me to call them BUT THIS COMPANY'S CUSTOMER SERVICE WON'T EVEN ANSWER THE PHONE. 24 hours a day, 7 days a week, 365 days a year, MY FOOT! Thinking maybe I need to shop and take my money elsewhere. And also tell Costco that this is poor service and they need to remove this as an offering before their good name is tarnished.

9 months ago

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Reply from Complete ID

Thank you for your review. We do apologize about your experience and have taken great care to ensure this is resolved. We had an usual amount of calls come to us all at once due to an alert that was sent out. We have resolved the concern of your wait time. Please call us again if we can be of further of help. We are available 24/7/365. Thanks, Julie

Oct. 2nd, 2020

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M Anderson Paradise Valley, AZ

I received an email stating there had been a change to one of my accounts. The representative told me that I needed to check with the institution about this change so it was worthless to contact Complete ID. Upon checking with the institution I found that I don't even have the account they were referring to and when I spoke with Complete ID again, they said it was probably an error. I wonder what I am paying for since they couldn't give me any information.

11 months ago

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Reply from Complete ID

Thank you for sharing your experience with us. We alert you when we detect a change that creditors report to us. If it were fraud, we do have resolution specialist to help you and one million dollar identity theft insurance. I'm glad you called the creditor to ensure that no one opened an account in your name. If a creditor accidentally reported to the wrong report and immediately changed the information, it does generate an alert. Please keep an eye on your information to ensure no other activity takes place that you did not authorize. Thank you, Julie.

Sep. 3rd, 2020

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Jim Mannion Chicago, IL

Signed up on a Wednesday. Wed night got a notice that my account was cancelled with no explanation. Thursday AM called CompleteID support. They said my credit card was the problem and took the info again and account was reinstated. Thursday night get same notice of account being cancelled. Friday AM call support and same explanation about credit card and after providing info for the third time account was reinstated. After same notification of account cancellation arrived Friday night I decided CompleteID was not the service needed to monitor my web presence since they can't even process a credit card. Sayonara CompeteID

1 year ago

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Reply from Complete ID

Thank you for sharing your experience with us. We would recommend calling the card issuer to discuss why the payment would not process. Thank you, Julie

Sep. 3rd, 2020

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Richard Hoover Greenville, SC

I received an alert about a problem with my Discover card about a week after Discover card alerted me of some suspicious charges, cancelled my card, and sent a replacement card. On that alert, I noticed a note to call Complete ID to see if the credit card problem had compromised my personal identity. The Complete ID representative had trouble locating my alert, and then said I would need to check with Discover to see if I had anything else to be concerned with. I plan to call another Complete ID representative within a few days to see if I can get a more helpful response. If not, I'll be looking for a better security company

1 year ago

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beverley silver Bellevue, WA

I'm very disappointed - it's been 5 days since I tried to sign up with you, and I am still unable to "verify my identity" to complete the process, even though I entered my credit card info 5 days ago. I have called repeatedly and gotten different answers each time, I asked for a supervisor to call me yesterday, and no one called me after more than 24 hrs. has passed (I was told someone would), and again today I asked for a supervisor and have not heard back. As a longtime Costco customer, I thought Complete ID would provide high quality customer service. I am disappointed and very concerned that you have my credit card info and are not completing the transaction and not reaching out to me for resolution. Will anyone be contacting me or should I cancel?

1 year ago

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Jan Geneva, IL

I signed up for Complete ID on 4/20/20. I never received any notification that my order had gone through and when I tried to login it tells me that it doesn't recognize my login info. I called three times that evening and spoke to three different representatives with no resolution. If I tried the "reset" option, I never received an email to reset my password. On 5/1/20 I received THIS email to review my experience so that is what I am doing. Before doing this review today, I called Complete ID once more and again the representative could not resolve my problem and is again sending my info to the tech department. I am very frustrated because my credit card has already been charged but I cannot view any information! I will update this negative review if my problem is resolved and I can actually see if I am happy with this service.

1 year ago

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Reply from Complete ID

That is a terrible experience. Thank you for sharing. I hope we have resolved your concerns by now. If not, please call us as we want to resolve any issues that you have. Thank you, Julie

Jun. 20th, 2020

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Lois Palm Desert, CA

I contacted Complete ID when I lost/stolen wallet with my credit cards & IDs. The first agent was not very helpful. She could not access my account with the credit card accounts, the list of my accounts and claim she could not call me back. She expected me to stay on the phone, on hold while she contacted the companies. Once she placed me on hold we were disconnected. I called back and was able to get the same person. Once again she placed me on hold and we were disconnected again. I called again and got another agent, who helped me with one account. When he placed me on hold while he connected the next company we got disconnected. I decided it would be faster and easier if I called the credit card companies on my own. I feel that your service is useless. I never got notification of suspicious activities from Complete ID , instead it was one of my banks, who notified me immediately.

1 year ago

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Reply from Complete ID

Hi Lois. Thank you for sharing your experience with us. We do help our consumers contact the creditor to the cards that were lost. We must make the phone calls together as your creditors will need your direct confirmation to cancel and replace the account\card and they may have other questions that only you can answer. We can help consumers who have forgotten what was in their wallet by accessing a 3 bureau credit report and reviewing the accounts that are listed. The membership has other great benefits with the annual 3 bureau report access, monthly credit Vantagescore® updates, internet surveillance, SSN and non-credit identity monitoring, payday loan monitoring, criminal record and neighborhood watch, full service identity restoration and 1 million dollar Identity theft insurance. Thank you. -Rene'

Aug. 26th, 2019

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Stacy Hewett Riverside, CA

I was a customer of this service until I got a charge on my credit card for experian credit report which I never requested. I called experian and told them this was fraud and also called my bank and closed card out and got a new account . I then went and put the automatic payment back on the new card and again was charged for another credit report I never ordered through usaa insurance. This time I called usaa and asked what name was this being done under and found out it was not even me! It was Shalisa something and they then hung up. So after 2 new accounts I figured out it was Realid who was the source of the charges fraudulently being put on my card . Really the company that was supposed to protect me was one doing the fraud. Once I removed them and got another card with another new number it all stopped. What a joke and no one will listen to me trying explain that they were the source!

2 years ago

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Kathleen Hardy Bellevue, WA

Very fortuitous we would get this email today. We literally just got off the phone (conveniently "disconnected" after a frustrating conversation!) with a cust svc rep RE another Identity Theft situation. We have someone trying to open up bank accounts under my husband's name. He spend at least 2 hrs yesterday with another rep who told us he was freezing our credit on Experian since Complete ID had merged with them. He then went on to ask us many very personal questions RE our monthly mortgage payment, what bank held our mortgage, any LOC and the mo pymnts, etc. He even said he needed to generate a PIN for us to be able to UnFreeze should we need to. He gave us the PIN to use. He then told us to call Equifax & Transunion ourselves, but he had taken care of Experian. Fast fwd to today. The rep today said Complete ID Never does the freeze!!! WE have to call each of the credit bureaus ourselves and do it. He specifically asked her if she EVER has given out a PIN and taken mo pymnt info from a client before. She said absolutely never! It's private information that even she has no access to (the PIN). He asked to speak to the man from yesterday, "Not here right now". Asked to speak to the supervisor, "She's in a meeting". Asked when she would be available, "When she's done". Asked when the meeting was scheduled to be over, "When it's done"... I'm sure you get the picture!!! We are really frightened and worried beyond belief. We gave all our personal data to someone who we thought we could trust. I even told them we had the utmost faith in the partners of COSTCO, which is why we switched from LifeLock., and I planned on contacting COSTCO to report this event. My husband is right now @ one of the banking institutions where we found out that this "crook" just succeeded in opening an account!!! For all we know the guy from CompleteID could be behind it!!! As if it's not bad enough to have to deal with ID Fraud/Theft to begin with, you can't imagine how it feels to be treated with such lack of professionalism and concern or suggestion from the rep today, but to top it off with the possibility of being deceived and even violated by the rep yesterday!!!

2 years ago

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g Oakland, CA

Hi when I first called your number (by the way, it's hard to find on the app), I talked to someone who was utterly unfit for the job. He had no idea what to do when I explained my situation and then transferred me to your parent company, experian The experian agent could not offer any real help. I told him to put a fraud alert on my account (i froze my credit account after the equifax hack in 2017) . I finally got a hold of agent at your company who then put me in touch with a fraud specialist . I got no alerts on my app about people trying to view my credit history. The agent said because I had put a credit freeze on my account, I would not get an alert. Really? you guys should alert us via the app if anyone tries to access our credit history as this either in a soft check a hard check of our history as this this is best way to know if someone has tried steal my identity. this should not be so hard for you guys to figure out .

2 years ago

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Reply from Complete ID

Thank you for your feedback. Sorry to hear that your experience may not have met your expectations. We do listen to our customers and will take your concerns into consideration as we continue to improve our products. Thank you. Have a good day! –Rene'

Apr. 16th, 2019

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Bill Browning Roswell, GA

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.

2 years ago

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Reply from Complete ID

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 . I will forward this post to our customer experience manager. Sincerely, Josh w/ Complete ID

Jan. 10th, 2019

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Terry Ellington, CT

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.

2 years ago

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Reply from Complete ID

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 and we will take a second look at your case? Sincerely, Josh

Dec. 12th, 2018

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BT 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.

2 years ago

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Barbara L Littleton, CO

I had a notice that a credit card was issued in my name from completeid on Saturday. I called completeid and a yawning gentleman gave me incorrect numbers to call to stop what was happening. The 'restoration' team doesn't work on the weekend when in fact fraud most likely occurs. They were supposed to call me back. I have called every day since last Saturday and no one has called as yet. I have spent over 22 hours online and on the phone trying to get this resolved. You cannot every reach experian equifax or transition by telephone. Two our of three of these credit bureaus websites were down between Saturday evening and sunday. So a credit card was issued since it was first reported with a credit line of $5k. Completeid was of NO HELP AT ALL. At this moment I just hung up on the supervisor at completeid who gave me the same I'm sorry story and said she would have someone call me immediately. That was hours ago. Don't bother with this company and am shocked at CostCo for offering them as a service.

3 years ago

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Scott Walnut Creek, CA

The complete ID generates suspect information, and does NOT provide any actionable information. I've had the service for awhile. I received an identity notification. I login and Complete ID tells me in a notification that they found my email address and some password on the internet. They suggested I change my password. I called and worked my way up thru a supervisor to find out about this so called information. #1 - Complete ID cannot tell me where they found this information. This is a problem as it does not give me any actionable information so that I can access the validity of their information. Was this information garnered from the dark web, or Jim Bo's prank site on youtube. #2 - They have found my email address and a password on said "bad site." However, they cannot, or will not tell me what this bad site actually lists the password as! The reason the above information is important is it is crucial in me determining IF this is a legitimate threat. My email address is ALL OVER the internet as I am a business owner with published email address. That same email address is used on at least 70-90 different accounts. How am I to determine which account needs the password changed on, if they will not tell me which password they uncovered, nor the site being referenced. As far as I know, it could be Billy Bob at complete ID sitting in a back room trying to make customers feel like they are getting value out of the service they are paying for. (Obviously not possible with a legitimate business you say....tell that to Wells Fargo Customers that had Millions of bogus accounts created in their names by a fine upstanding business!) Bottom line, complete ID provides no useful information that a customer can actually use to determine if they are subject to a breach. If there system is not advanced enough to copy down said information, or tell me where said information is supposedly located, its worthless. I will not change my individual passwords on 70-90 different sites. We have cancelled our service. We would still be a customer had I received what I thought I was paying for: Dear MR XXX, We have found your email listed at this site: www.URL.com It is listing this password (specific password) We encourage you to take appropriate action and change your password for this site. Instead what I got was nothing but questions, and the realization that I'm not actually getting what I am paying for.

4 years ago

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Jim Snyder Jacksonville, FL

been a member of this service Costco CSID for about 6 months, never had a need to call in until they sent me an alert that a derogatory item had been added to my credit report. I called them to tell them that I had never heard of the company, the girl that answered was lost and finally hung up after I spelled out my email address for the 3rd time and she still didn't get it. I called back to talk to a supervisor and another representative was going to handle the item but told me I could call the creditor and gave me the number. This service is completely worthless and I cancelled after the 2nd call. Good riddance.

5 years ago

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S Pala San Diego, CA

Identity Guard is a company that does not have good business practices. After keeping the account for over 2 years my credit card on the account expired, a little after that i went in there and changed credit card expiration date , they charged and and somehow for non-payment (again i was actually charged) then they cancelled my account. Despite talking to several account reps they said that they can not reinstate me and i have to start again with a new account (at 3 times the cost). Even though very frustrated i did. Now i learned that i was being 'misinformed' and i could have asked to be reinstated but not any more because i was 90 days late (now, not then). Costco needs to know the business practices of IDENTITY GUARD and how they do the bait and switch type activity to their corporate members.

6 years ago

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Moira Leigh Aptos, CA

I have tried to purchase the product through Costco. I am an attorney who holds credit cards issued with my business address and with my home address. With my Name, both addresses, American Express Card number, Costco number, phone numbers and e-mail address the intake system is unable to identify me. I have answered the questions but the system does not believe the answers. I have a credit score in the 800 range so have lots of credit. I have tried to process this on the computer on two different days, and talked to three of live employees. I think the company needs to have better questions Like "home address" or "business address" or the address on a certain credit card. There is no way that I will be able to identify myself for this program or for the employees who can't find even my name anywhere. There is always something wrong with the imput and then I am blocked out. The company was able to charge my card for $1.00 so ????????? what's up with that????

6 years ago

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PatM Newport Beach, CA

Terrible. Could not log in after applying. Did not know if I had an account. Forgot password did not work as advised by customer service rep I called. Never received email stating I was enrolled after submitting application. Does not deserve even 1 star.

9 months ago

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Reply from Complete ID

Thank you for sharing your experience with us, PatM. If we can be of help, please do give us a call back as we are available 24 hours a day, 7 days a week and 365 days a year. I hope this helps, Julie.

Oct. 26th, 2020

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Steven A. Stellburg San Antonio, TX

What is so bad is the wait on the phone two hours waiting to talk to someone and then told I should go talk to DMV that was the best you could do as my DL had show up on the dark web if it was a real problem the wait time is unacceptable

9 months ago

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Reply from Complete ID

Thank you for your review, Steven. We agree that your wait time was terrible and we apologize. We are closely monitoring our call volumes and have since resolved this concern. Thank you - Julie

Oct. 8th, 2020

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Christopher Ryan Allen, TX

I would give zero stars if possible. Three hours and 15 minutes hold time to get to an agent who had a 30 second scripted answer that should have been in the original email communication. A complete waste of time. Hire more staff!

9 months ago

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Reply from Complete ID

Thank you for your review, Christopher. We do apologize about your experience and have taken great care to ensure this is resolved. We had an usual amount of calls come to us all at once due to an alert that was sent out. We have resolved the concern of your wait time. Please call us again if we can be of further of help. We are available 24/7/365. Thanks, Julie

Oct. 2nd, 2020

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Susan Boulder City, NV

I called in to report fraud. I spoke with someone who said I’d be contacted by phone. I was called yet missed the call. They said i would also be contacted by email with their contact info. I never received an email. I tried to call twice with the case number provided and it was an invalid number. My info has been left compromised in the meantime. Very unhappy. Can not recommend this service any longer as I have been to family and friends.

1 year ago

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Laverne Bell Conyers, GA

I am very disappointed in the product that is offered by complete ID. I cancelled my subscription today because I was told that credit scores by all 3 agencies are only supplied 1 time per year. Why would any consumer pay monthly for a service offered by each agency for free twice a year. Sincerely, Former Customer who regrets renewing subscription

1 year ago

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Reply from Complete ID

Thank you for leaving your review, Laverne. We can certainly understand wanting to see those reports more often. We do send monthly score updates and have many different types of monitoring in place to help us scan for signs of identity theft. We are available by phone 24 hours a day, 7 days a week. We have identity theft restoration specialist here to help in case you have a fraud event occur. Please visit us again if your needs change. Thanks-Julie

Jun. 8th, 2020

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Roy Breiling Prescott Valley, AZ

I answered all the questions correctly but your system did not except it. I answered all the verification questions correctly but the system still did not verify my account. Therefore I have to wait 72 hours before I can do it again. I asked for a supervisor to return my call and as of this timeframe as supervisor still has not return my call. Very frustrated.

1 year ago

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Reply from Complete ID

I see that our supervisor has been able to reach out to you since this time and you are now authenticated. I am so glad we were able to resolve your issues. Please let us know if there is anything else we can help you with. Thank you, Roy.

Jun. 1st, 2020

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Al Avolicino El Dorado Hills, CA

I was a victim of credit card fraud last September notified you of the fraud. I was told by your representative to contact Trans Union as Complete ID does not do investigative work. Since that time I have submitted reports to Trans Union, Experian, Complete ID and Goldman Sachs who was the backer of the Apple Card Acct. Total false application with all my info on it. You should now have received the report.

1 year ago

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Reply from Complete ID

We appreciate you taking the time to share your experience. I will also share this with the fraud department and the product team. Please call us back for further help as we are available 24/7. I hope this helps, Julie.

May. 1st, 2020

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Chuck Jessell Puxico, MO

I signed up for Complete ID when my ID was stolen last summer. I was told that my case was resolved. I have just been sent to collections again, and it turns out it was for the same fraud. 6 months later, and it’s still unresolved. Complete ID was very apologetic, but nothing is resolved. I asked to speak with a supervisor. I was told one would call me the following day. Days later and I’m still waiting. Really disappointed. Not normal Costco treatment.

1 year ago

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Richard DeVito Weston, MA

Terrible > I had to call four times to get the info I needed. Last call was the worst. I had to give the lady everything in the world cause she could 'nt find me. Finally had to give her my social on a cell phone. I should have hung up and called someone else in your company. I was probably talking to a scammer who hacked into your system. You should check the records to see if the last call is on your records. I know I'm stupid for giving her all that info, but I've been sick. Check your people's recorded lines and let know what happended.

1 year ago

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Pemmapwd Millis, MA

Received a spurious alert. Called customer service, was on hold for 15 minutes then was told I had to forward your email to another experian company. Your website confusing and it's hard to find the appropriate alert. If you're concerned enough to send an alert it should be be on your home page not buried in a tab with a lot of cross-marketing material.

1 year ago

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W. Ugarte San Diego, CA

After having found out that my identity had been stolen just a couple of days ago, I decided to call CompleteID, being a Costco member and all. A representative by the name of Claudia answered the phone, as I was explaining what had happened, I could hear giggling and not taking me seriously. I let her know that her customer service skills were lacking and asked to speak with someone else, so I was put back into the queue. So much for FIRST IMPRESSION! CSRs like this, only hurts the reputation of the company.

1 year ago

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Reply from Complete ID

We really appreciate you bringing this to our attention. We have reviewed the call and escalated your experience to management. Our two top priorities are security and customer experiences. We appreciate any opportunities to serve you better in the future. Thank you, Julie.

Sep. 13th, 2019

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S mac Rancho Palos Verdes, CA

the worst customer service on the fone ever.... was on hold and transferred four times to the wrong extensions and departments back and forth between CID and it's Parent Experian then finally got to someone who said I had to call the same number I had originally called and ask for the specific department I had originally asked for and that person was from Experian! ridiculous!

2 years ago

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Bill Howe Jr. Phoenix, AZ

Within the last week I have had my debit card and a credit card breached. A fraudulent activity that your service never caught. When I spoke with your staff concerning these fraudulent charges I was informed that these banks that issued my debit card and credit card possibly are sketchy. This was a very unprofessional response. I am very unhappy with how your company has handled these fraudulent charges. Please have an upper management personal contact me immediately. Sincerely, Bill Howe Jr.

2 years ago

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Disappointed Customer Bellevue, WA

My wallet was stolen a few weeks ago and I signed up for CompleteID. However, for whatever reason I've had issues logging into my account from the beginning. I've chatted with nearly half a dozen customer service reps at this point and assured that someone would contact me within 24-48 hours multiple times. This issue has been going on for 2 weeks now and still not resolved and no one has contacted me on this issue. Extremely frustrating. I've wasted hours on the phone with this company only to get no where each time.

2 years ago

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BWeaver West Dundee, IL

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.

2 years ago

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Dave Aurora, IL

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.

2 years ago

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Brad Sacramento, CA

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.

2 years ago

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Nancy Modesto, CA

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.

2 years ago

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Reply from Complete ID

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

Jan. 17th, 2019

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roger trepanier 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.

2 years ago

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Reply from Complete ID

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 . Sincerely, Josh, Complete ID

Dec. 12th, 2018

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Bogart Moran South Gate, CA

I have been trying to join Costco’s CompleteID identity protection, since Sunday, Nov. 11 and it’s now Thurs. Nov. 15, and have been having difficulties setting my account. Customer service has not been able to resolve the situation. I have not been able to authenticate any of my information like they’ve offered me, and have not received calls back like they promised. I am very disappointed and will cancel any transactions soon for lack of professionalism and support.

2 years ago

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