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

  
• 

  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:01/03/2024

  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.

  Used the site to purchase 2 subs to world of warcraft. the 2 accounts had been closed by the company for reasons out of my control. When I reached out to privacy.com for a refund and sent screenshots of the issue they would not issue a refund without giving out personal information. Even though the screenshots clearly showed the accounts had been close way before they should have been and should have been refunded for service not being fully received. sadly again without give out personal information they would not due so.

  Business Response

  Date: 01/04/2024

  ******* *** **** *** ****** ******** ****** **************************************** ***** ********* **  ***** *** ******************************** *** ****** **********
  Dear Bureau Representative,
  
  Lithic, Inc. (Privacy.com) is in receipt of the appeal filed by ******************************* on January, 03, ****, with the Better Business Bureau. Privacy.com appreciates the opportunity to respond to ************************* appeal, in which the user alleges they used the site to purchase two subscriptions to World of Warcraft, but the accounts were closed by the company for reasons beyond their control. When they contacted Privacy.com for a refund and provided screenshots of the issue, Privacy.com refused to issue a refund without the user providing personal information. The user claims the screenshots clearly showed the accounts were closed prematurely, indicating that a refund was justified for services not fully received, even without disclosing personal information, Privacy.com was not willing to process the refund.
  
  Privacy.com has reviewed ******************************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On December 21, 2023, Privacy notified ****************** that we've been reviewing the dispute and in order to move forward, a brief description of the purchase or the original order confirmation email, along with any correspondence theyve had with the merchant about a refund will need to be provided. ****************** replied that it was too much work for a refund, and requested account closure.
  
  On January 03, ****, Privacy.com responded back stating, due to network requirements, we will need evidence to support chargebacks that are filed. If no receipts, tracking numbers, or correspondences with the merchant are presented as proof, it will likely be declined. To ensure that we can build the strongest chargeback on your behalf, we requested a brief description of the item/service purchased or order confirmation and all correspondence you have had with the merchant attempting a refund, even if they have been unresponsive. ****************** retorted back unsatisfied with our response and claimed he had been refunded by his bank. Lastly, Privacy.com responded that his account had been deleted, per his request.
  
  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 Operations Analyst
  Lithic, Inc. (Privacy.com)
  *************************************

  Customer Answer

  Date: 01/05/2024

  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:

  I will not be accepting the response from the Privacy.com. As stated, before the company was asking for personal private communications with a different business which has nothing to do with them. I provided screen shots of the accounts being closed which should have been enough to prove I did not get what I paid for. For this reason, there is nothing the company can do to fix the issues as my bank has already done so. I would like for this to be a permanent **** on the company's BBB account so others can be warned of what may happen when needing a refund.

   

   

   

   

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

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

• Initial Complaint

  Date:12/20/2023

  Type:Customer Service 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 is trying to steal my identity and all of a sudden they are requiring my social security number for no reason whatsoever, i am not applying for a loan nor they are involved in my taxes.

  Business Response

  Date: 12/27/2023

  ******** *** **** *** ****** ******** ****** **************************************** ***** ********* **  ***** *** ********************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ********************************* on December 20, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ************************ appeal, in which the user alleges ********************** is attempting to steal their identity as they suddenly required a social security number.
  
  *********** has reviewed ******************************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  Thank you for reaching out with your concerns. We understand that providing personal information requires trust, and we want to assure you that safeguarding your privacy and security is our highest priority.
  
  As a provider of financial services, including Virtual Privacy Cards, we are bound by certain regulatory standards to ensure the utmost security and compliance in our operations. These regulations necessitate our adherence to Know Your Customer (KYC) protocols. KYC is a mandatory, risk-based procedure integral to the financial industry, aimed at authenticating your identity and protecting against potential fraud and money laundering.
  
  To comply with these standards, we are required to collect specific details such as your address, social security number, and phone number. The purpose of gathering this information is to verify your account securely and to ensure that our service remains a safe and reliable method for online payments.
  
  Please rest assured that the security of your personal information is of utmost importance to us. The data collected is used strictly for authentication and security purposes. We operate with the highest standards of confidentiality and data protection, and under no circumstances will your information be shared or sold to any third party.
  
  Your cooperation in providing this information enables us to maintain the safety and integrity of our services. We value your trust and are committed to ensuring that our service is the safest way to pay online.
  
  
  *********** reserves the right to provision service at its sole discretion.
  
  *********** 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: 01/02/2024

  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:

  Their response is not even for me it seems like it is for ***************************** ... because it says "*********** has reviewed ******************************* account history and correspondence during the relevant time period."

   

   

   

   

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

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

  Business Response

  Date: 02/07/2024

  ******** *** **** *** ****** ******** ****** **************************************** ***** ********* **  ***** *** ********************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the consumers rejected response submitted by ********************************* on February 01, 2024, with the Better Business Bureau. *********** appreciates the opportunity to respond to ************************ complaint, in which the user says they dont want or ***********************, claiming *********** is using their credit card and bank account, with no reason to needing their social security.
  
  *********** has reviewed ************************ account history and correspondence during the relevant time period.
  
  In our prior responses *********** acknowledged priority of the users privacy and security. Our financial services, including Virtual Privacy Cards, follow strict regulatory standards and KYC protocols to prevent fraud and money laundering. Collecting details like your address, social security number, and phone number is essential for verifying your identity and ensuring the safety of our services. We assure you that your data is used solely for security purposes and is protected with the highest confidentiality; it will never be shared or sold to third parties.
  
  Should you wish to close your account, kindly inform us through our support channels, and we will proceed with the necessary steps.
  
  *********** reserves the right to provision service at its sole discretion.
  
  *********** 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: 02/09/2024

  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:

  I am not asking for CREDIT from them or a LOAN so they have NO reason to ask for my social security number especially since i have been a customer for couple of years and all was fine without the SSN 

   

   

   

   

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

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

• Initial Complaint

  Date:12/20/2023

  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 placed an order through a Japanese merchant for Pokmon cards, using my privacy.com card. I have pictures showing that the charges went through on my banks, and as a transfer to the store viaprivacy.com. The order was canceled and three days later the charge went from pending to completed I have tried reaching out to privacy.com and have not heard anything yet. It was $320.26. I never received the items and I was charged.The original

  Business Response

  Date: 12/26/2023

  ******** *** **** *** ****** ******** ****** **************************************** ***** ********* **  ***** *** ****************************** *** ****** **********
  Dear Bureau Representative,
  
  Lithic, Inc. (Privacy.com) is in receipt of the appeal filed by ***************************** on December 20, 2023, with the Better Business Bureau. Privacy.com appreciates the opportunity to respond to ******************************* appeal, in which the user alleges that they placed an order for Pokmon cards with a ******** merchant using their Privacy.com card. Despite the order being canceled, their bank records show that a charge of $320.26 was completed and transferred to the store through Privacy.com. The user has attempted to contact ********************** for a resolution but has not received any response. As a result, they have been charged for items they never received.
  
  Privacy.com has reviewed ******************************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On December 19, 2023, ******************** notified Privacy that he had attempted to make a transaction on 12/15/23 to a merchant in *****; however, the transaction did not go through. The transaction totaling $320.26 shows that it had been completed in their *********** account. In addition, he provided images of the bank transactions as well as receipt of cancelation.
  
  On December 20, 2023, Privacy.com responded acknowledging the user's situation and thanked them for providing the necessary evidence, which has been added to their Dispute case file. They informed the user that the duration of the chargeback process might range between 60 to 90 days, depending on how quickly the merchant responds. Privacy.com assured the user that they will be kept informed about any developments or updates by their Chargebacks Team as the dispute progresses.
  
  On December 21, 2023, ******************** followed-up being dissatisfied with the dispute length time and inquired on any updates. Lastly, cPrivacy.com responded that the merchant had refunded the disputed transaction. The refund process to their funding source would complete within the next 5 business days.
  
  December 08, 2023, ************** notified Privacy that he hadnt used his account in a while and there was a pending charge attempting to be resolved. He also followed-up with a request of account closure. ********************** responded that they would process this request and close **************** Privacy account. However, before doing so, one or more unsettled transaction must be resolved.
  
  Privacy.com reserves the right to provision service at its sole discretion. The account remains 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 Operations Analyst
  Lithic, Inc. *************
  *************************************

• Initial Complaint

  Date:09/29/2023

  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 have recently tried to open a Privacy.com account as I plan on using virtual cards only to be told by customer service that they were unable to support my account at this time and that my account has been suspended due to not being able to verify my identity with the information I provided at sign up. The information I provided at sign up is my college address which I use as my address and therefore have been told before that the address I am using is not a *************** even though KYC or CIP states that an individual can use a business street address as their home address for their financial accounts. Other than that, I hope to have my issue resolved as soon as possible and have my account reinstated.

  Customer Answer

  Date: 09/29/2023

  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:07/17/2023

  Type:Customer Service 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 informed *********** support staff on 6/17/23 that I wished to close my account. After contacting them 10 times through email chains they refused to cancel my account. The company acted as an intermediary for me to pay credit card transactions. After my banking information was potentially compromised in early May 2023, I obtained a new bank checking account which is not connected to ***********. and paid off all charges that were originally mediated through *********** with my own personal finance sources. *********** is claiming that I have transactions that need to be resolved before they can close my account with them, despite the fact that all transactions have already been paid by me and no up to date banking information has been available with the business since my checking account update. ********************** has stated that they need new backing information from me to process transactions which don't exist before they will cancel my account? I refuse to give *********** my banking information to pay for transactions which have already been paid.

  Business Response

  Date: 07/27/2023

  **** *** **** *** ****** ******** ****** **************************************** ***** ********* **  ***** *** ********************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ********************* on July 17, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to **************** appeal, in which he claims to have been requesting for the closure of his Privacy account since June 17, 2023, alleging *********** has been refusing to do so. **************** claims that his prior checking account was compromised in May 2023, and has switched to a new checking account and settled all transactions. Although, *********** claims there are unresolved transactions and is requesting new banking details to process the transactions before closing account.
  
  ********************** has reviewed ********************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On June 17, 2023, **************** requested for his account to be closed and asked for instructions. Then on June 21st he followed up stating that he would like his account closed before the next billing period. *********** responded to the request informing the user to resolve their unsettled transactions before proceeding with account closure. **************** alleges that the transactions have been paid off through their own personal payment method.
  
  *********** responded informing the user that if they had used another payment method other than Privacy for this transaction, the merchant was paid twice for the same transaction, and they should be contacted and asked for a refund. Privacy has already covered the cost of this transaction when the bank returned with notice of 'bank account frozen' as we credit users with the funds for the purchases before going to their banks to pull back the funds owed. To clear the outstanding balance and close your Privacy Account, we will need to retry these transactions. **************** stated that getting refunded for the failed transactions is not likely, and they do not wish to be charged twice asking us to clear the charges and close the account. ********************** replied that the merchant has already been paid on behalf of Privacy and we have attempted to collect the funds from *** ******* funding source, which did not go through. To close the account, we will need to rerun the transactions on our end. **************** was not satisfied with our response and informed us that he will not be utilizing Privacy and will open a case with the BBB.
  
  On July 13, 2023, **************** wrote in stating that his account has yet to be deactivated, reiterating that he will no longer be using this service and to inform him when this is completed. *********** replied that we would process the request once the unsettled transactions have been resolved. **************** responded that he was not responsible for the charges and alleges that we are harassing him for the charges, making more claims of filing with BBB. Privacy continued to reiterate that we paid for the transactions on behalf of the customer, and we are unable to close accounts with unsettled transactions. We also recommended filing a dispute for the transactions if they are not recognized.
  
  **************** inquired on what cards were used to pay for the transactions, to which we provided both card numbers that were used. **************** asked whether he would be able to use a prepaid debit card to settle the transactions; ***********, responded that unfortunately we're unable to accept prepaid debit cards as a form of payment and suggested the user attach a funding source such as bank login or debit card. The user was uncomfortable their bank details and debit card information and asked if there is any other payment method and asked how much the owed balance was. *********** provided the owed balance and shared a repayment link for **************** to utilize and to let us know once the balance is paid for us to proceed with account closure.
  
  
  *********** reserves the right to provision service at its sole discretion. The account remains active.
  
  *********** 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,
  ************************ ********** ********** ******* ******* **** ************* *************************************

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service 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 went through a lengthy process to create an account, which included entering my full social security number. For no apparent reason my account was frozen and I was prompted to contact customer service. I was given the vague explanation that "we were unable to verify your sign-up information." Everything I entered was truthful and accurate. The service representative had me enter my information a second time. Same result. I was told the same thing. The representative then told me "we aren't able to go into further detail about this decision." A few days had gone by at this point. I asked to speak to a supervisor and was ignored.Best case: they are rude. Worst case: this is cause for concern. I gave them very sensitive information, only for them to immediately tell me that their company works in mysterious ways and they weren't going to help me. I see this as very suspicious conduct, and worry my information is in bad hands. Also, I found it very disrespectful of them to waste my time and give me non-answer as to why I was denied service.At first I was hesitant to create an account with **********************, but it was actually the fact that they are - or claim to be - endorsed by the Better Business Bureau that convinced me. Does the conduct I've described sound acceptable for a BBB endorsed business?

  Business Response

  Date: 05/11/2023

  *** *** **** *** ****** ******** ****** **************************************** ***** ********* **  ***** *** ********************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ********************************* on May 04, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ************************** appeal, in which they claim to have had their Privacy account frozen after creating an account, with being prompted to contact customer service. They were unsatisfied with Privacys response of being unable to verify sign-up information.
  
  *********** has reviewed ********************************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On April 22, 2023, ******************** reached out to *********** stating their account was paused due to their information being unable to be verified. Privacy requested that ******************** provide his email associated with the Privacy account to locate it, to which he then provided. *********** followed up stating that we were unable to verify their sign-up information, instructing ******************** to reenter their account information with the signup link provided and once completed the account will be reviewed.
  
  After an additional review, Privacy was unable to verify *** ********* identity and is unable to provide their account. Due to the security-conscious nature of our business, we were unable to provide any additional information for this decision. *** ********* account has been suspended and their connected funding source has been removed. Lastly, ******************** was unsatisfied with our response and alleges discrimination as we are unable to disclose the reason behind our decision making. ******************** decided that they will go to a competing service and leave a negative review. *********** does not discriminate on any basis, including race or national origin, and is committed to fostering an environment of both inclusion and mutual respect for all persons.
  
  *********** reserves the right to provision service at its sole discretion. The account remains banned.
  
  *********** 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: 05/15/2023

  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:

  In the response the representative repeated what I was told in my initial communications with the company almost verbatim. The point of my complaint was that I received evasive corporate-speak in place of an explanation, and Privacy has responded with more of the same corporate-speak.

   

   

   

   

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

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

• Initial Complaint

  Date:05/01/2023

  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.

  During my previous conversation with one of your representatives (via email dated April 25, 2023), I was informed that I supposedly had another account, which was causing issues with my current account. Despite my protests that I did not have another account, the only resolution offered to me was a password reset to an email address that I did not even recognize.I must say that I find this resolution to be completely inadequate and frustrating. Not only did I not receive any clear explanation as to why I supposedly had another account, but the password reset was done to an email address that was not associated with me. This has caused me a great deal of inconvenience and frustration.Furthermore, I find it completely unacceptable that I was not given any alternative solutions or options to resolve this issue. The fact that the only solution offered was a password reset to an unrecognized email address shows a lack of effort on your part to properly investigate and address my issue.

  Business Response

  Date: 05/05/2023

  *** *** **** *** ****** ******** ****** **************************************** ***** ********* ** ***** *** ******* ****************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ******* ***************************** on May 01, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ************************ appeal, in which they were unsatisfied with Privacys response to the matter involving their account being paused due to an associated account that they did not recognize.
  
  *********** has reviewed ******* ****** Mangilins account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On April 24, 2023, *********** support notified ******************** that their account had been paused as our system detected an existing account with matching signup information that has one or more unsettled transactions, which is not permitted as Privacy users are only allowed one active account.
  
  On April 25, 2023, ******************** responded with claims of not recognizing any other account for **********************. *********** responded that the additional account has matching signup information including the same address listed on their account, and we are unable to activate either account until the transaction is settled. We also asked if they would like their password to reset for the original account. ******************** provided an email for password reset.
  
  
  On May 01, 2023, ******************** followed up for any updated regarding their account. ********************** reiterated that the account was paused due to an additional Privacy Account matching their information that has an unsettled transaction. We are unable to reactivate the account associated with the email being written from until the unsettled transaction on the other account is retried and settled. ******************** claimed to not recognize the account and email associated. *********** informed him that we will need to complete an ID verification to proceed with reactivation.
  
  *********** reserves the right to provision service at its sole discretion. The account is currently paused.
  
  *********** trusts the information provided satisfies the inquiry and demonstrates that *********** thoroughly investigated Mr. ********* complaint. Should you or ******************** require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ***********************, Compliance Operations Analyst
  Lithic, Inc. (***********)
  *************************************

• Initial Complaint

  Date:04/24/2023

  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.

  My *********** account was suspended in 2021. I reached out to support and was told that for privacy reasons I was not allowed to know why my account was suspended. I abided by all the rules and didn't use my account for illegal purposes. I would like to talk to a representative to know why my account was banned and to have it reinstated. It took me awhile to make this complaint because I got logged down with paperwork over a couple legal cases I took on during this time.

  Business Response

  Date: 05/01/2023

  *** *** **** *** ****** ******** ****** **************************************** ***** ********* **  ***** *** **************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by *************************** on April 24, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ******************** appeal, in which they were not satisfied with having their account suspended in 2021, alleging to have abided by all the rules. They would like to know why their account was banned and to have it reinstated.
  
  *********** has reviewed ******************** account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On July 27, 2021, ******************** wrote in stating that his account was not active. *********** responded that we were unable to support their account at this time and we are unable to share any details due to the nature of the business. The account was suspended with the attached funding source being removed, and any additional accounts created with matching information they will also be suspended.
  
  After a review of their Privacy account, we identified the account(s) to have been banned since November of 2020 and July 2021 for violation of our Terms of Service. 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.
  
  *********** 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: 05/02/2023

  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:04/10/2023

  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.

  I have been sending multiple emails and left messages and have no one has responded. My privacy account has been paused for 3 days because of this settle transaction and no response at all from *********** I am running into trouble when trying to settle this transaction for $5.30. I keep pushing settle transaction but nothing is happening. Im unsure as to why the transaction declined. The transaction was supposed to be settled on April 8, however, I have had money in the account on March 28 and beyond.

  Business Response

  Date: 04/17/2023

  ***** *** **** *** ****** ******** ****** **************************************** ***** ********* **  ***** *** ******* *************** *** ****** **********
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ******* ************** on April 10, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ****************************************** appeal, in which they claim Privacy has been unresponsive as they sent multiple emails and messages. Their Privacy account has been paused for 3 days due to a transaction being unable to settle. They are unsure why the transaction declined, as it was expected to settle on April 8th, as they claimed to have had enough funds in their account.
  
  *********** has reviewed ******* *************** account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On April 08, 2023, *** ************** reached out about their transaction in the amount of $5.30 failing to settle, as they have received an email from *********** regarding the transaction being unable to settle due to insufficient funds in their checking account. They claimed to have continued pushing for the transaction to settle and is unsure why the transaction declined, as they claimed to have funds in their account from March 28, 2023, and forward.
  
  On April 11, 2023, *********** responded that weve rerun any unsettled transactions to their connected funding card, and it should be reflected on their bank statement in the next 1-2 business days. In addition, the account has been reactivated.
  
  *********** reserves the right to provision service at its sole discretion. The account has been 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: 04/19/2023

  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:04/06/2023

  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 really liked *********** for a long time, Then a Hacker got into my account, actually changed my password and then set up two unauthorized credit cards (Without nicknames or spending limits ) And then begun making charges on the phony cards that would empty my real bank account. If you're going to *********** for security forget it. I'm afraid this hack may have been from within ***********. If their application can't stop this kind of fraud what good is it ?

  Business Response

  Date: 04/14/2023

  ***** *** **** *** ****** ******** ****** **************************************** ***** ********* **  ***** *** ************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ************************* on April 06, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ******************* appeal, in which they determined that their account was hacked, password was changed, cards were created, and transactions occurred.
  
  *********** has reviewed ******************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On April 05, 2023, ****************** reached out alleging someone hacked their account setting up cards with no names and proceeding to make purchases. They claimed to have closed the cards but are not sure if the charges had gone through. *********** responded, with acknowledgement of an unknown party authorizing a transaction using a Privacy card associated with their account and advised the user to contact their bank about the unrecognized transaction(s) and to open a dispute on their Privacy dashboard and we would be able to issue a refund. In addition, we have paused the Privacy account, closed all open cards, forced a password reset, and expired all existing sessions. We notified the user to reach out once their password is reset so we can reactivate their account and encouraged them to enable 2FA.
  
  On April 07, 2023, ****************** followed up to inquire on what we were doing to keep this from happening again? And whether we allow cards to be created without nicknames and spending limits and why we were trying to resettle the fraudulent charges. Privacy apologized for being unable to resolve the issue more promptly and that we had failed to meet our own expectations. We informed ******************, that we will help with recouping funds for the disputed transaction(s) and to ensure there are no additional transactions being authorized moving forward, we have paused the Privacy account, closed all open cards, forced a password reset, and expired all existing sessions. We also noticed that the transactions have failed to settle because the connected bank account was recently frozen, which we believe is related to the unrecognized transactions. Regarding the questions concerning cards without nicknames and spending limit; we allow for the spending limit to be none when creating a card with no nickname, by allowing the option to not set a custom limit when going through the card creation flow. And to clarify, our system is not automatically making attempts to retry the transactions but will notify in an email stating the transaction has failed to settle.
  
  On April 10, 2023, Privacy informed ****************** that we were engaging with our Disputes Team on issuing the refunds and that all Privacy cards have been closed. We told ****************** to reset their password and encouraged him to enable 2FA and once these steps are taken, we would reactivate the account unless account closure is preferred. Privacy reached out the following day confirming the password reset, reactivating the account.
  
  *********** reserves the right to provision service at its sole discretion. The account has been 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: 04/14/2023

  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,
  
  *************************