Complaints

This profile includes complaints for Privacy.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Privacy.com

  148 Lafayette St Chinatown, NY 10013-3115

  
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  Privacy.com

  228 Park Ave S PMB 57488 Cooper, NY 10003-1502

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Privacy owes me a refund of $163.71 since ****** issued a refund back to my Privacy account back on 1/24/25. Privacy has not refunded this back to me. I finally received a response from **** and no one else after numerous contact attempts by email. The last response I got from **** was from 2/11 that she is attempting to manually process the refund, but nothing since. Its going on 3 weeks and Privacy still hasnt refunded me, and it is nearly impossible to communicate with them as they only communicate by email and very seldom. This is inexcusable, counterproductive, and unacceptable.

  Business Response

  Date: 02/26/2025

  Dear Bureau Representative,
  
  
  Lithic, Inc. (Privacy.com) acknowledges receipt of the complaint filed through the Better Business Bureau (BBB) by *** ****** *****. We appreciate the opportunity to respond to his concerns.
  
  
  Following a thorough review of *** ****** account history and correspondence, we would like to summarize our key findings:
  
  
  * On January 28, 2025, *** ***** inquired about a $163.71 refund issued by ****** to his Privacy account.
  * On January 29, 2025, a Privacy representative advised that an outstanding balance on *** ****** account prevented the refund from being sent to his funding account. The representative informed *** ***** that the refund would be initiated once the outstanding balance was settled.
  * On February 7, 2025, *** ***** requested an update on the refund and account reinstatement, stating that the outstanding balance had been paid.
  * On February 11, 2025, a Privacy representative apologized for the delayed response and advised that a refund attempt that day had failed. The representative stated that Privacy would manually resend the refund, which could take 1-3 business days.
  * On February 13, 2025, *** ***** inquired about the refund status.
  * On February 16, 2025, a Privacy representative informed *** ***** that the refund had failed again and asked if a different funding source could be used. *** ***** confirmed that a new funding source would be added.
  * On February 16, 2025, a Privacy representative advised that the refund had been resent and could take 1-3 business days to arrive.
  * On February 18, 2025, *** ***** inquired about the refund status. A Privacy representative confirmed that the refund was sent successfully and should be reflected in *** *****' funding account.
  
  
  *********************************************** trusts this information adequately addresses the complaint and demonstrates that we have thoroughly investigated the matter. We remain committed to resolving any further concerns *** ***** may have. Should you or *** ***** require any additional information, please contact me at the email address below.
  
  
  Sincerely,
  
  
  ***** **** *** ********** *******
  ***************************************************************
  
  

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:10/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It's stupid I cannot verify my own account just because my email stopped working, they can use my phone number, I offered to send them passport and driver's license, they can do a trial withdrawal. Just stupid I cannot verify my own account

  Business Response

  Date: 10/03/2024

  Dear Bureau Representative,

  Lithic, *** (***********) is in receipt of the appeal filed by ****** ********** on October 1, 2024, with the Better Business Bureau. *********** appreciates the opportunity to respond to ****** *********** appeal, in which they claim they were not able to verify their account to update their email address.

  *********** has reviewed ****** *********** account history and correspondence during the relevant time.

  Key findings are summarized below.

  On September 26, 2024, ****** ********** reached out to *********** to advise that their email address no longer works and requested to change their email address. *********** responded on the same day and requested additional security information to establish account ownership in order to update the customers email address.

  On October 3, 2024, *********** has confirmed that ****** *********** email address was successfully updated.

  *********** trusts the information provided satisfies the inquiry and demonstrates that *********** thoroughly investigated ****** *********** complaint. Should you or ****** ********** require any additional information, feel free to contact me at the email below.

  Sincerely,
  ***** ****, ********** ********** *******
  ***************************************************************

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My email was updated just because i gained access to my old email NOT BECAUSE *********** DID ANYTHING. What they are doing i simply stupid. If you lose access to your email they refuse to send you the communication secret code by text 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** **********
  
  
  
  
   
  

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  That's a BIG LIE -they do not have security questions, they asked me name. Phone, funding source and address and I answered them all. Then they told me they do not match but they didn't say what doesn't match . But I gave them all the correct information

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** **********
  
  
  
  
   
  

  Business Response

  Date: 10/23/2024

  Dear Bureau Representative,

  Thank you for giving us the opportunity to follow up on the complaint filed by ****** **********. For security reasons Lithic (***********) requests additional security information to establish account ownership before allowing a user to update their email address. ****** requested to update their email address on September 26, 2024. A *********** representative promptly responded to ******* request on September 26, 2024, and requested additional identifying information. ****** responded to *********** on September 26, 2024, and provided information for review. Upon review of the information, a *********** representative followed up with ****** on September 29, 2024, and advised that *********** unfortunately could not fully verify ******* identity based on the information ****** provided.  ****** was also informed of what specific identification information was still required to establish account ownership. ****** did not provide this information to *********** and unfortunately *********** was unable to update ******* email address.
  
  We thank you for the opportunity to respond to ****** *********** complaint. If ****** continues to have concerns regarding their complaint, please have them contact me at the email below.
  
  Sincerely,
  
  ***** ***** ********** ********** *******
  ***************************************************************

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Privacy.com closed my account for no verifiable or logical reason

  Business Response

  Date: 09/23/2024

  Dear Bureau Representative,

  Lithic, *** (Privacy.com) is in receipt of the appeal filed by ******* ********* on September 23, 2024, with the Better Business Bureau. Privacy.com appreciates the opportunity to respond to ******* ********** appeal, in which they claim that Privacy.com closed their account for no verifiable or logical reason.

  Privacy.com has reviewed ******* ********** account history and correspondence during the relevant time.

  Key findings are summarized below.

  On July 12, 2024 at 5:22 pm, Privacy.com provided notice to ******* ********* that stated the following:

  After a careful review, we decided to suspend her Privacy Account due to activity that is unsupported or in violation of our terms of service.

  Your connected funding source has been removed, and all open Cards associated with your account have been closed for your security. Pending transactions will be allowed to settle, and any refunds in progress will be sent to your funding source if our system receives them. Please note that any additional accounts created will also be suspended.

  While we would like to provide you with more information, we cannot share any details about the many factors that go into these decisions because of the security-conscious nature of our business.

  We're very sorry for any inconvenience caused by this decision. Thank you for giving Privacy a try!

  On July 15, 2024, at 8:22 pm, ******* ********* responded with an inquiry regarding how her refunds that were in progress would be credited to her funding source.

  On July 14, 2024, at 9:01 pm, Privacy.com responded to ******* ********* and advised her that we processed the refund to her funding source prior to disconnecting. She was also advised that she should see the refund in her funding account within the next 2-3 business days.

  On July 15, 2024, at 8:54 am, ******* ********* responded to inquire which funding account ********************** sent her refund to.

  On July 15, 2024, at 12:34 pm, ********** responded to ******* ********* advising her of the account her refunds were processed to.

  After a review of their Privacy.com account, we identified the account(s) to have been banned since July 15, 2024, for violation of our Terms and Services. We are unable to disclose the reason our abuse prevention system or human review team decided that we are unable to support their account at this time or discuss the decision any further.

  Privacy.com reserves the right to provision service at its sole discretion. The account(s) are no longer active and will not be reactivated.

  Privacy.com trusts the information provided satisfies the inquiry and demonstrates that Privacy.com thoroughly investigated ******* ********** complaint. Should you or ******* ********* require any additional information, feel free to contact me at the email below.

  Sincerely,
  ***** ***** ********** ********** *******
  ***************************************************************

   

   

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to make an account, was told you couldn't verify me and refused to elaborate. I decided not to waste any more energy and found other solutions and assumed they had some sort of bug on their system as I provided all my valid information.Fast forward to a few weeks ago I attempt to make an account maybe they fixed their system. I am given the same problem you cant verify me. I make several complaints to customer service and attempt to email the CEO.Their customer service give a very vague response again REFUSING to elaborate:"Unfortunately, for security reasons, we're unable to disclose why our abuse prevention system or human review team decided we could not support your account or discuss the decision any further.We have suspended the account and removed the attached funding sources from our system.We're truly sorry again for any inconvenience this causes, and thank you for your interest in our service!"As stated I can provide my drivers license, ssn, passport, certificate of citizenship, anything you want notarized, bank statements etc. I would like someone higher up the ladder at *********** to explain to me why I cant make an account and what you require from me to resolve this. I do not want to speak to low level indifferent CSR who will just copy and paste the same message saying they cant verify me.This is very frustrating. The email associated with my *********** account is **************************** thank you.

  Business Response

  Date: 09/12/2024

  Dear Bureau Representative,

  Lithic, *** (***********) is in receipt of the appeal filed by *************************** on August 29, 2024, with the Better Business Bureau. *********** appreciates the opportunity to respond to ********************** appeal, in which they claim they were denied an account for verification reasons and were not provided specific enough details for the denial.
  *********** has reviewed ********************** account history and correspondence during the relevant time.

  Key findings are summarized below.

  On August 19, 2024, *************************** reached out to advise that he received notification that his account could not be verified and inquired about sending additional documents for verification. On August 20, 2024, *********** responded that unfortunately, for security reasons, were unable to disclose why our abuse prevention system or human review team decided we could not support his account or discuss the decision any further.

  On August 20, 2024, *************************** responded and stated that he believes this decision was an error and asked how he can get verified. *********** responded the same day again advising that we are unable to disclose the reason our abuse prevention system and human review team decided to not support the account.
  On August 24, 2024, *************************** reached out again to inquire if he was verified and attached several documents in attempt to verify his account. Later on August 26, 2024, *************************** requested the email address for the *********** CEO. On the same day, *********** responded to again advise that we are unable to support his account at this time and apologized that we were unable to verify his identity with the information provided at sign up.

  The information provided by *************************** was screened for verification as is common for companies in the financial space as per Bank Secrecy Act/Anti-Money Laundering requirements. A fraud evaluation was also run which deemed the account high risk based on all of the information provided. It is not in the interest of *********** to disclose to customers the details of our KYC onboarding process and the specific reasons why a customer failed our KYC checks. Providing such information would allow customers to find ways to circumvent the onboarding process and controls.

  *********** reserves the right to provision service at its sole discretion. The account has been suspended and will not be reactivated.

  *********** trusts the information provided satisfies the inquiry and demonstrates that *********** thoroughly investigated ********************** complaint. Should you or *************************** require any additional information, feel free to contact me at the email below.

  Sincerely,
  ******************** ********** ********** *******

  *************************************

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Keep encouraging customers to your competitor's s with your dysfunctional dogshit company

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I utilized Privacy's services to make a transaction in the amount of $288 on 6JUL24. The final amount ended up being $297 due to an international currency fee. As a result of the discrepancy I filed a dispute with my bank which caused my Privacy account to be placed on hold. I have since exchanged well over 30 emails with the support team in an effort to unblock the account, however my efforts have been unsuccessful. An attempt to reprocess the transaction was unsuccessful after the lack of communication led to an underfunded account being charged. Support staff will either respond to my email requests and just not follow up or more often just not respond at all. There is no alternative channel for receiving support.In light of these developments and lacking any other recourse I am left no choice but to file this complaint.

  Business Response

  Date: 07/30/2024

  We apologize for any inconvenience. Our records indicate that the transaction was successfully reprocessed, and the account was activated.

• Initial Complaint

  Date:07/25/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive had this service for years and recently had a transaction for $1.96 bounce due to their third party service Plaid having a revoked authorization between my bank and privacy.com. I immediately updated my authorization, which I am not sure why I was even able to use the service if my funding source did not have an active authorization. I confirmed it was active and resettled the amount. It changed the status to settled. Less than a day later, they sent me the same generic email about an issue with my bank and changed the status back to bounced. I once again voiced my concerns about the third party service and tried to see if this was some sort of negative report or ding to my financial history, etc. They kept sending the same boiler plate email. I then sent them a voided check as instructed, and additionally uploaded my debit card as a funding source. The lack of communication from the company is what worries me if there is some negative report to my finance profile/history due to an error with their third party authorization and their platform for less than $2. There is no phone number or any seemingly real person to get ahold of. I just want them to settle this charge, confirm that there is no negative reporting to my name, and then I want to close my account with their service altogether.

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

  I would like to close this complaint.  I was finally contacted by the company with an actual representative who acknowledged that my old checking account was inadvertently run.  They were able to fix it and resolve the issue. Thank you.

  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the privacy-dot-com service to use controllable virtual credit cards instead of my actual credit/debit cards to prevent giving merchants sensitive details. On 9/14/23, after trying the service with a positive experience, I signed up for the Pro plan at $10/month. I had some difficulties getting the subscription started, but Agent ******* was able to help get it sorted. On 9/21, my pro subscription was working. Other than some issues where I had to request the occasional limit increase, the service was flawless. That is, until 5/22/24, when I had requested another limit increase to pay a $2000 tuition bill for my school, which would have exceeded my daily limit of $1600. A simple enough request, and I've made several similar requests in the past, however, I was greeted with Agent **** stating there was some 'metadata error' on my account. I requested clarification and assistance in resolving the issue, but I did not get a response. I then found my account in an unusable state ("paused" status). I've made multiple requests for assistance since this but I have not gotten any response.

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:
  
  I have reviewed the complaint ID ********. Shortly after filing this claim, a customer service team member "Ciid" reached out to me and was able to fully resolve my issue after I was able to verify that I was indeed listed on my joint bank accounts by providing my most current bank statements as proof. This would have been provided upon request at the initial onset of the issue, but was not requested by the customer support agent "****."

  No further resolution is necessary to me and the matter has been resolved.

  Thank you for your time.
  Sincerely,
  
  *** (******************
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Merchant is not settling transactions per agreement , causing product to not work as advertised. Claims a transaction has not settled however this transaction settled on 4/28/24 There was never an insufficient amount of money to fund the transaction however it is still saying account is paused causing other transactions to not be approvals for

  Business Response

  Date: 05/20/2024

  *** *** **** *** ****** ******** ****** ************************ ***** ****************** ***** *** ************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (Privacy.com) is in receipt of the appeal filed by ************************* on May 13, 2024, with the Better Business Bureau. Privacy.com appreciates the opportunity to respond to ****************** appeal, in which the user claims that the merchant is not settling transactions according to the agreement, resulting in the product not functioning as advertised. They alleged that a transaction had not settled but stating that records show it did settle on 4/28/24. Additionally, claiming there was sufficient funding available for the transaction.
  
  Privacy.com has reviewed ****************** account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On May 10, 2024, ******************** wrote in to Privacys support inquiring on why their account was paused noting that there are no unsettled transactions and that they have received a refund from Mercari. They argue that there should be no reason for the pause. Furthermore, they confirm that there were never insufficient funds in any of the accounts linked to their Privacy card to cover any purchases.
  
  On May 11, 2024, Privacy.com responded back stating the transaction with SP OATS OVERNIGHT could not be settled initially due to insufficient funds in the user's checking account, which led to the pausing of their Privacy Account. The transaction was reattempted a few days later, prompting the reactivation of their account and the issuance of a recently received refund. ******************** replied requesting assistance to resolve the issue with their cards being on hold, despite all transactions being settled and sufficient funds always being available to fund the card. They claim to have been encountering an error message for 14 days without apparent cause.
  
  On May 13, 2024, Privacy.com informed the user that their account had been activated and if the user had any questions or required further assistance, they were encouraged to reach out for support.
  
  Privacy.com reserves the right to provision service at its sole discretion. The account is active.
  
  Privacy.com trusts the information provided satisfies the inquiry and demonstrates that Privacy.com thoroughly investigated *** ********* complaint. Should you or *** ******** require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ***********************, Compliance Analyst
  Lithic, Inc. (Privacy.com)
  *************************************

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cannot seem to cancel my account with ********************** Assist. I want to end my subscription for their credit monitoring services. See below for details.

  Business Response

  Date: 04/22/2024

  ***** *** **** *** ****** ******** ****** **************************************** ***** ********* **  ***** *** ************************ *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by *********************** on April 15th, 2024, with the Better Business Bureau. *********** appreciates the opportunity to respond to ****************** appeal, in which she explains that she has been attempting to cancel her subscription to Privacy Assist's credit monitoring services. Initially, she was unable to make any changes to her account online until April 12, 2024, due to system restrictions. After this date, she tried again only to be directed to call an 800 number. Despite multiple attempts, she never reached a customer service representative; instead, she was trapped in a loop of automated messages promising that an agent would be available shortly. She is adamant that she wants her account cancelled without any negative impact on her credit standing.
  
  *********** has thoroughly reviewed the details provided and confirmed that this user does not have an account with our platform. It seems there is a misunderstanding, as we are not the company the user has expressed issues with. ********************** specializes in providing services that enable users to connect their bank using virtual Privacy Cards, which protect their personal card information. We do not offer credit monitoring services.
  
  *********** reserves the right to provision service at its sole discretion. The account(s) are no longer active and will not be reactivated.
  
  *********** trusts the information provided satisfies the inquiry and demonstrates that *********** thoroughly investigated ****************** complaint. Should you or *********************** require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ***********************, Compliance Operations Analyst
  Lithic, Inc. (***********)
  *************************************

  Customer Answer

  Date: 04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I previously had an account with ********************** for 6+ years. I closed the account after they disabled my account without any notice causing all my cards to decline over the next couple days. I tried signing up again 2 months later with one of the paid plans and got denied. I have a long email chain of 17+ emails saying they've sent me a refund and to just wait a couple more days. They stopped replying to me as soon as I was no longer able to chargeback with my bank and I've yet to receive a refund.

  Business Response

  Date: 02/14/2024

  ******** *** **** *** ****** ******** ****** **************************************** ***** ********* **  ***** *** **************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (Privacy.com) is in receipt of the appeal filed by *************************** on February 06, ****, with the Better Business Bureau. Privacy.com appreciates the opportunity to respond to *********************** appeal, in which the user alleged that they had an account with ********************** for over six years but decided to close it after the company unexpectedly disabled their account, causing all their cards to decline over the subsequent days. When they attempted to sign up again two months later with a paid plan, they were denied. An extensive email correspondence ensued, spanning over 17 messages, in which the company repeatedly stated that a refund had been issued and asked the user to wait a few more days for it. However, once the opportunity for a bank chargeback lapsed, the company ceased all communication, and the user has yet to receive the promised refund.
  
  Privacy.com has reviewed ******************************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On November 16, 2023, ************** reached out to Privacy.com to inquire about assistance with the account review process. In response, Privacy.com explained that they were unable to facilitate support for his account at that time, due to difficulties in verifying their identity with the information provided at registration. Consequently, the account was suspended, and the linked funding source was removed as a measure to ensure security.
  
  ************** inquired on offering additional information to resolving his account issue. Additionally, he asked for a refund of his Pro Plan subscription should the issue remain unresolved.
  
  On November 20, 2023, Privacy.com conveyed that, due to stringent security protocols, they are unable to provide specific insights into the determinations made by their abuse prevention system or human review team, which led to not being able to support their account. ********************** also advised ************** to reattach his funding source and notify them once it was completed, in order for them to proceed with the refund process. Additionally, they requested a screenshot of the subscription charge as proof of the debited amount. After ************** submitted the requested screenshot, Privacy.com replied, stating that the refund process should be expected to complete within 1 to 2 business days.
  
  On December 31, 2023, ************** informed Privacy.com that he had yet to receive his refund. In response, Privacy.com communicated that they had alerted their internal team, which had started to investigate the matter further. They assured ************** they would reach out for additional information if necessary. Privacy.com followed up, indicating that the refund had been reissued, mentioning that ************** can anticipate the funds to be credited to their account within the upcoming 2-3 business days.
  
  In conclusion, we recognize the delay in your refund process and apologize for any inconvenience caused. After a thorough internal investigation, we have addressed and resolved the issue. The transaction has been successfully completed. If the refunded amount has not yet appeared in your account, please expect it to be credited within the next 1 to 2 business days. We value your patience and understanding regarding this issue. Thank you for your attention to this matter.
  
  Privacy.com reserves the right to provision service at its sole discretion. The account has been closed.
  
  Privacy.com trusts the information provided satisfies the inquiry and demonstrates that Privacy.com thoroughly investigated **************** complaint. Should you or ************** require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ***********************, Compliance Analyst
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