Complaints
This profile includes complaints for Aura's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 145 total complaints in the last 3 years.
- 45 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/10/2025
Type: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.
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Of course you dont have anything dealing with my email . When i called the company to cancel their answer was i didnt have an account with them However they charged my card every month. They said without the account information they couldnt cancel or help me. How would i have that information if i was reporting a fraudulent charge?
So my only recourse was to call Discover and ask for a new card. i thought that would resolve everything. Later i saw the charges again- so i asked Discover to help and they couldnt. i called net again and they made me feel like it was me who forgot the account information. So i started paying off all my credit cards and unsubscribed to monthly charity organizations.
I didnt realize that those charges kept being charged because the amount was small- not until now when i paid off my credit. i was at zero balance and then saw the ***** charges. Again look at the email thread- this company would not help me at all. They gas light you by asking all kinds of information but wouldnt give a refund. i still dont know what their services do. They fraudulently kept an account open knowing that i didnt have the information they asked of me to close it.
I provided proof of charges and my email information. I looked on Reddit and there are many complaints.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business Response
Date: 03/19/2025
We appreciate you reaching out regarding this matter. After reviewing our records, we received your account cancellation request on March 1, 2025. However, we have no other correspondence associated with the email ***************************** prior to this request.
As outlined in our Terms of Service, specifically Section 2.2 Automatic Renewals and Cancellations, we are unable to process refunds for charges incurred in 2022. You can review our full terms here: *****************************************************************.
We apologize for any inconvenience this has caused and appreciate your understanding. If you have any additional concerns or need further assistance, please email us at **********************************************************.Business Response
Date: 03/25/2025
Thank you so much for getting back to us. We completely understand how this situation can be a bit frustrating, and we truly appreciate your patience. On behalf of Betternet, we want to extend our sincerest apologies for any inconvenience this may have caused.
We dont have any phone records since Betternet only offers support through Chat and Email, and we dont have a phone support option.
The very first contact we received from this email address was on March 01, 2025. We did our best to search for any other communications but unfortunately couldnt find any.
We would like to let you know that the courtesy refund of $38.97 was processed on March 18. It would be great if you could reach out to your bank regarding the funds.
If theres anything else we can do to assist you, please dont hesitate to email us at **********************************Initial Complaint
Date:02/10/2025
Type: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.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. They have agreed to issue a refund. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
********* *******nnot cancel online, which makes no sense. I got charged 2 months in a row at $32 for a total of about $64. They did not provide a service for this money. I also don't know how to get them out of my phone. They claim it was canceled and I have unsubscribed from the app, but they still have access to my phone. Please help.Business Response
Date: 02/12/2025
Were sorry to hear that our service did not meet your expectations. At Aura, we are committed to providing exceptional service and take your concerns seriously.
Wed like to clarify our services and address the issues you raised:
Financial Transaction Monitoring: This feature does not block transactions directly. If a transaction exceeds the alert threshold and is processed, an alert is triggered. However, if the charge is blocked by your creditor before being processed, no alert is generated since no official transaction is posted.
Cancellation Policy: Cancellations may be completed through the member console or by contacting our **************** team. Once an account is canceled, it remains active until the end of the billing cycle so that customers can continue to access the full benefits theyve paid for.
We attempted to contact you to discuss your concerns but were unable to connect. Our records indicate you called on 2/10/2025 to request cancellation. Although you were enrolled in a monthly subscription, we will honor your immediate cancellation request and issue a refund of $64.80 to the card we have on file.
Thank you for giving us the opportunity to clarify our features and refund policy. If you have any additional questions or need further assistance, please contact us at **************.Initial Complaint
Date:02/01/2025
Type: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.
This service for parental controls is a scam. The app took full control of my daughters phone, and while it did not allow her to access the apps and websites I had selected, it also did not allow her to use the phone unless she was connected via wifi. The app was forcing a VPN connection and would not allow her to use her data to make or receive calls. This was clearly a safety concern as I expect her to have full functionality while using the apps services. ***** helped us to determine it was the app and not her service. We disabled the app, ensured she did not have any repeat issues, then canceled the service. Because we were outside the 60 day window, we were refused a refund. It is unacceptable to hold a phone hostage and take over its other services and then not accept any responsibility. This company is going to find itself at the center of lawsuit.Business Response
Date: 02/04/2025
We sincerely apologize that your experience with Aura's Parental Control did not meet your expectations. At Aura, we are committed to providing exceptional service and take your concerns seriously.
We understand the challenges you encountered and appreciate your feedback. After reviewing our records, we see that your cancellation request was made outside of our money-back guarantee period. However, as a courtesy, we will cancel your membership and issue a refund of $99 back to the card on file.
If you have any additional questions or concerns, please dont hesitate to contact us at **************.
Again, we apologize for the inconvenience and appreciate your feedback. Thank you for giving us the opportunity to address this matter.Initial Complaint
Date:01/30/2025
Type: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.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** *******Business Response
Date: 01/31/2025
Thank you for reaching out and sharing your concerns about the renewal process. While some of our products offer a money-back guarantee within a certain time frame from the enrollment date, please note that, per our Terms of Use (available on our website and customer console), renewal charges are non-refundable.
To help customers manage their subscriptions, we send reminders before the renewal date so they have ample time to decide whether to continue or cancel their subscription. If an account is canceled after the renewal date, it remains active until the end of the billing cycle, allowing full access to all services during that period.
Regarding your account, our records show that a renewal reminder was successfully delivered on December 29, 2024, and was opened on the same day.
You called on January 29, 2025, to cancel your membership. However, since the cancellation request was made after the billing date, the account was set to cancel at the end of the term. The membership was fully canceled on January 30, 2025, after we received notice from your bank that they refunded the charge following your dispute.
As the financial institution has already reversed the charge, no additional refund was issued.
If you have any additional questions or need further assistance, please dont hesitate to contact us at **************.Initial Complaint
Date:01/07/2025
Type: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 first contacted this company before the charge was put fully thru my account. I haven't used this service in the past 6 months due to it not being compatible with my computer. Due to i work from my computer at home i can't have it messing up my settings. Ask for a refund and to make sure its cancelled. As you can see in the emails. By the time i got a response it was already thru my account and overdrafted my account. They denied giving me a refund and say they wont cancel it for a year. They are making me pay for and keep a service that i cannot use for a year.Business Response
Date: 01/10/2025
Thank you for reaching out and sharing your concerns about the renewal process. While some of our products include a money-back guarantee within a specific time frame from the enrollment date, please note that renewal charges are non-refundable as outlined in our Terms of Use (available on our website and customer console).
To help customers manage their subscriptions, we send renewal reminders prior to the renewal date, providing ample time to decide whether to continue or cancel the subscription. If an account is canceled after the renewal date, it remains active until the end of the billing cycle, ensuring full access to all services during that period.
Despite your cancellation request being made after the renewal date, we remain committed to accommodating your request. A refund of $106.74 has been processed back to the card on file, in accordance with our policy.
If you have any additional questions or need further assistance, please feel free to contact us at **************.Initial Complaint
Date:12/20/2024
Type: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 am not accountable for the debt claimed by AURA *******. I have no contractual agreement with AURA *******, and they have not provided the original contract as requested.Business Response
Date: 12/24/2024
We sincerely apologize for any billing issues youve encountered and for any discrepancies on your credit report. Our records show that we attempted to reach you on 12/23/24 and 12/24/24, but unfortunately, we were unable to connect. We did leave voicemail messages addressing your concerns, and a follow-up email was also sent.
After reviewing your complaint, we believe there may have been some confusion. It appears you may have mistakenly contacted the wrong company. We are Aura LLC, a company that monitors your personal information, accounts, and online reputation to alert you to potential threats. We are not affiliated with Aura Financial.
If you wish to address the matter related to your BBB complaint, please contact us directly at ************** (Case #*******). Alternatively, if its more convenient for you, you can reply to our email, provide a contact number, and let us know your preferred time, and we will reach out to you directly.
Thank you for your understanding. We look forward to resolving this matter and assisting you further.Initial Complaint
Date:12/11/2024
Type: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 on Aura's site to register for Credit Monitoring. I signed up for 2-Adults @ $20 00 + tax=$21.4 for the Monthly Payment plan. Aura charged my ****** account for the $21.40. Aura turned right around and charged my ****** account $196.88 for a Yearly Payment for 2 adults without my permission or conscent! Then when I called the CS person said that happens some time. Bur she beleive the CS person I spoke with made the charge! Either way I did not authorize the $196.88 yearly payment. Now, they tell me that I have to wait 5 to 15 days to get my Refund! This is totally unacceptable! I need my money Returned a little sooner than that!Very uncomfortable customer!I will be Cancelling ASAP!Bad for Business!***** *******Business Response
Date: 12/16/2024
Thank you for reaching out and sharing your concerns. At Aura, we take all feedback seriously and are committed to ensuring a seamless and transparent experience for all our members. We sincerely apologize for any confusion or inconvenience this situation may have caused.
Upon reviewing your account, we confirmed that a plan change was made on the same day as the enrollment date using the ****** Chrome browser on an Android device. This change automatically updated your subscription to an annual plan, resulting in the corresponding charge.
We understand this may not have been your intention. To resolve this matter, we have processed a full refund for both the annual and monthly charges (totaling $218.28), and the account has been canceled to prevent any further billing. Additionally, on December 13, 2024, we attempted to contact you directly to discuss the matter but were unable to reach you.
If you have any further questions or concerns, please dont hesitate to contact us at **************. We value your feedback and appreciate the opportunity to address this issue promptly.
Initial Complaint
Date:12/10/2024
Type: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.
As far as I am concerned I cancelled my subscription to Aura. I sent an email that informed that I no longer wanted their service. They were happy to take my money on computer only but now they said I had to call them to cancel. I removed all their software from my computers and I thought that was enough. They are saying they aren't going to refund me even though I am no longer using their service. Since when does a company get paid for nothing. I am a senior citizen who is retired and I think this is a scam.Business Response
Date: 12/12/2024
Thank you for reaching out and sharing your concerns about the renewal process. While some of our products include a money-back guarantee within a specific time frame from the enrollment date, please note that renewal charges are non-refundable as outlined in our Terms of Use (available on our website and customer console).
To help customers manage their subscriptions, we send renewal reminders before the renewal date, allowing ample time to decide whether to continue or cancel the subscription. If an account is canceled after the renewal date, it remains active until the end of the billing cycle, providing full access to all services during that period.
Regarding your account, our records indicate that a renewal reminder was delivered on October 9, 2024, and opened on the same day. Additionally, we have no record of any email cancellation request submitted by you prior to that date.
You contacted us on December 9, 2024, to cancel your membership. Since the cancellation request was made after the billing date, the account was set to cancel at the end of the term. The membership was fully canceled on December 11, 2024, after we received notice from your bank that they refunded the charge following your dispute.
As the financial institution has already reversed the charge, no additional refund was issued.
If you have further questions or need additional assistance, please dont hesitate to reach out.
If you have any additional questions or need further assistance, please dont hesitate to contact us at **************.Initial Complaint
Date:12/07/2024
Type: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 called in the day that my subscription was set to renew and was told they would not be able to cancel my subscription because I need to notify them one day before expiration. I find it interesting that although they send me spam emails all year, the critical information is sent by text and the renewal notification was never passed through the text notification.Business Response
Date: 12/12/2024
Thank you for reaching out and sharing your concerns about the renewal process. While some of our products include a money-back guarantee within a specific time frame from the enrollment date, please note that renewal charges are non-refundable as outlined in our Terms of Use (available on our website and customer console).
To help customers manage their subscriptions, we send renewal reminders prior to the renewal date, providing ample time to decide whether to continue or cancel the subscription. If an account is canceled after the renewal date, it remains active until the end of the billing cycle, ensuring full access to all services during that period.
Despite your cancellation request being made after the renewal date, we remain committed to accommodating your request. A refund of $240.00 has been processed back to the card on file, in accordance with our policy.
If you have any additional questions or need further assistance, please feel free to contact us at **************.Initial Complaint
Date:11/25/2024
Type: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.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* *****
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