Susan H.

Below is my orginal review, but the glitch that occurred with my account is now fixed. I have raised stars back up. My issue happened with they did a major update. None of my passwords would load. Fortunately, they were able to save my account settings in the cloud and I had to delete my account. Started fresh and they were able to apply the settings to my new account, whew. Once I got someone who cared, I had my lifeline. Still wish it was easier to contact customer care. Everything has to be done through their portal, which is NOT user friendly.I would raise it back to 5 stars if it was easier to reach out to customer care.

We have paid the annual subscription for families plan for years, but recently an integration update was done and they LOST all my usernames and passwords. It has been almost 3 weeks, and still no resolve. The only way to get in touch with them is extremely difficult, you have to go in, create a case, and wait for a response. Sometimes they call back, sometimes they don't. I have spent hours, no days, working with customer support trying to recover my passwords, have made videos, have had customer service make videos, asked for escalation, and now, dead silence. To top it off, I was charged last night for my annual subscription! Not only do I not have my usernames and passwords (over 500 of them), Good Lord only knows where they are?! I have asked for higher management to call me, nothing. They cannot seem to find the root of the problem, and I'm pretty tech savy and have even suggested a few things be done, but it seems to have fallen on deaf ears. I am thinking about hiring an attorney bc they were entrusted with highly sensitive information, and are not taking the loss of that information seriously. What's worse, they keep closing my case, and I have to go in a reopen. BEWARE.