Review Time
I can't recall exactly when I first purchased the utilities but I remember it was for an older machine and the founder was still actively involved. Yes, I'm that nostalgic! I've likely held onto some form of subscription ever since then.
When my partner started facing unauthorized charges, upgrading to include additional security seemed like a wise choice. The representative was quick to accept my payment for the upgrade and I felt reassured about receiving a pro-rated credit for the unused part of my existing subscription. However, after the payment, everything went downhill. Now, as renewal approaches, I’m ready to part ways. I had to reach out to customer service multiple times to set up their applications on our devices, add my partner’s details, activate monitoring features, and resolve other issues. The navigation through their voicemail and call systems is frustrating, leading to long waits to speak with someone. Even when you do connect, the assistance is often lacking.
There was a time I saw a message on the app suggesting I call a specific number for identity theft concerns. I called to report the issues my partner faced. After detailing the situation, I was asked if we had informed credit card companies (which we had) and the authorities (which we had as well). I was placed on hold repeatedly and transferred to another representative who required me to repeat everything. After being on hold for the fifth time, the call dropped. This entire process took over two hours. Other attempts to seek support were equally frustrating. While they can speak politely and follow scripts, when it comes to genuinely resolving issues, they seem to just waste your time.
The turnaround time for application approvals in the financial sector is remarkably fast; they respond promptly whether the application is approved or denied. This is excellent and seems to effectively prevent any potential fraud, in my opinion. After I submitted my application, I received a notification asking if I had initiated it. Impressive!
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