Review Time
I was a multi-year subscriber to IdentityForce service, and was satisfied with its monitoring and reporting. While reporting is useful, the primary reason for having the service was to get a rapid response and assistance to understand and resolve a breach or other security-related issue. That type of support tops every other product benefit, because there's no point being alerted to a credit-related or identity-related problem if assistance is not readily available. Thus the low score.When I called to follow up on an alert about my primary credit card, the agent told me she would send the matter to someone who would respond by phone within 24 to 48 hours.I was shocked that I had to await a phone call for as long as 2 days for details about the problem and how to resolve it, so I made certain I understood what she was saying. When that process was confirmed, I asked to speak to a supervisor or directed to another phone number. She said the number I had dialed was the only process available, my only option was to wait for a call.That same day I enrolled in an another identity monitoring service.If you expect to receive prompt assistance for an identity-related problem I recommend searching for a company that actually cares as much about assisting its customers, as it does touting its services in its advertising. After enrolling I have called my new service numerous times for assistance. Each time, their 800 number has been answered immediately or within 2 minutes, with US-based agents who are extremely helpful and courteous. I waited awhile to post this review because I didn't want to overreact. I'm doing it because I think the issue is important enough to share my experience with others.
I would rate the representative, Nicole ☆☆☆☆☆. She handled my issue professionally, efficiently, and promptly.However, the wait time on hold was long, all three times. My call was dropped twice. But I had to wait and call back because the website had not been updated with my credit card information from last year.I appreciate your efforts to improve this aspect of customer service.
The IdentityForce platform is a wonderful tool to protect you and your loved ones from cyber thieves. The platform is easy to navigate. The protection features are self-explanatory and simple to use. The platform allows you to register for a variety of alerts. IdentityForce makes sense in the digital world that we live in today. I strongly recommend IdentityForce!
If I could rate the experience more than five stars, I would. Shekia had already resolved my issue before even calling me, which is extremely rare for customer service in itself. Once she had explained what the issue was and how she resolved it, she even waited on the phone at my request while I logged in and double-checked. I am in the Middle East and my internet is extremely slow, and she still waited for me to log in and verify that everything was in order. After that, she also stayed on the call to answer some general questions about Identity Force that I had.I can be an extremely stubborn person when it comes to a company's customer service. I will cut business with a stellar company if their customer service is terrible. If the other representatives are even half as courteous, knowledgeable, and helpful as Shekia, I will be sticking around Identity Force for a long time to come.
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IdentityForce is a leading provider of proactive identity, privacy, and credit protection. For over 40 years, we have consistently delivered top-rated personal security solutions.
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