Complaints

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

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• 

  Aura

  250 Northern Ave Fl 3 Boston, MA 02210-2027

  
• 

  Aura

  15 Network Dr 3rd Floor Burlington, MA 01803

  
• 

  Aura

  PO Box 51550 Boston, MA 02205-1550

  
• 

  Aura

  PO Box 01580 Boston, MA 02201

  
• 

  Aura

  10 High St Boston, MA 02110

  

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:11/18/2024

  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.

  Transaction date: 11-15-2024 Amount $194.27. Account ******************************-************** AND invoice #INV-IDGSUI-02205858.The company was supposed to have canceled my membership and promised not to charge for another annual membership fee. I had the same problem with them last year. I called to cancel and they told me I had to submit a request to cancel at least 30 days ahead of the end of the annual cycle. They would not let me cancel. Instead I had to the annual fee and keep a service I did not want. At that time, I was told I could request cancelation for the next annual renewal (*******) while on the phone with them. I DID request they CANCEL my membershop and was promised there would be no further charges to my credit card and services would stop. They did not keep their promise to me and once again, I am faced with services for an entire year that I not longer want or need simply because they refuse to cancel and refund my money. I was unable to get help on the phone. I sent an email to them reminding them that I canceled the service last year. The standard reply was that they will get back to me in 48 hours. They are extremely difficult to do business ******* bank is issuing a dispute and will do what they can to help. I am asking for your help to cancel the service once and for all and get a refund of the amount they have charged my credit card. Thank you

  

  Business Response

  Date: 12/12/2024

  We apologize for any inconvenience you may have experienced and thank you for reaching out regarding your subscription renewal and refund request.
  
  To ensure our customers have ample time to manage their subscriptions, we send renewal notices at least 30 days prior to the renewal date to help you decide whether to continue or cancel the service.
  
  Upon reviewing your account, we found no record of a cancellation request last year. However, we have honored your request and issued a refund of $194.27 on 11/26/2024. We also attempted to contact you to notify you of the refund and address any additional concerns, followed by an email.
  
  If you have further questions or require additional assistance, please dont hesitate to call us at ************** and request to speak with a supervisor.

• Initial Complaint

  Date:11/16/2024

  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.

  [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,
  
  ******* *******

• Initial Complaint

  Date:11/14/2024

  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.

  Purchased a *********** from UltraVPN, for $178, last November. The service was canceled a couple of days later during the trial period. Now, they just charged my son's Greenlight card $178 for a renewal. I contacted Ultra VPN. They said there is no account, they are unable to refund me. I have sent them screen shots of the charge to my son's card. They are not disputing that they erroneously charged my son's card. But, for the last two weeks and about 18 emails later, they keep giving me the run around. They tried to tell me to seek the refund from Identity Guard. I have never purchased anything from Identity Guard. I even called them and they confirmed they had no information regarding any account in my name or my son's name. Then they said they would bring this issue to the escalation team, then it went to the billing team, now back to the escalation team. I would just like to recover the $178 that was taken from my son's Green light card. The purchase was made through the Ultra VPN website, then canceled. They keep telling me they can't refund me the money because there is no account. Even though there is no account, because it was canceled, they were still able to charge my son's card, but seem unable or unwilling to refund the money they took for no service being preformed. Please help, as their run around is becoming exhausting. Thank you for your help.

  

  Business Response

  Date: 12/16/2024

  Thank you for reaching out regarding your recent experience with UltraVPN. We understand how frustrating this situation has been for you, especially since you've reached out multiple times without resolution.

  We want to assure you that we take matters like this very seriously. After carefully reviewing your account and the details provided, we can confirm that the $178 charge on your sons Greenlight card for the *********** has been refunded. You should see this transaction reflected in your account within the next few business days.

  We sincerely apologize for the inconvenience youve experienced and greatly appreciate your patience as we worked to resolve this issue. If you have any further questions or need additional assistance, please dont hesitate to email at ********************************.

• Initial Complaint

  Date:11/14/2024

  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.

  On 11/2 I received an email confirmation about renewing my subscription of which I contacted them and cancelled. on 11/14 I saw the $312.00 on my credit card I phoned them and was told my subscription was cancelled however not until next year or I could reduce my coverage and get some refunded I told them I had canceled when I received the email and was informed, I needed to cancel 30 days before.

  

  Business Response

  Date: 12/06/2024

  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 ***************** 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, it was fully canceled on 11/15/24 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 further refund was issued.If you have any additional questions or need further assistance, please dont hesitate to contact us at **************.

• Initial Complaint

  Date:11/13/2024

  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.

  [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,
  
  ******* *******

• Initial Complaint

  Date:11/10/2024

  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.

  On August 12, I signed up for services thinking it was an 7 day free trail. Instead, it was an 12 month service for $299.88 and was charged to my credit cards. After this charge, I immediately contacted support and said that this was a mistake because it was supposed to be a free trial. I was told it wasnt and that I am stuck with the one year service ending in August ******* I called my credit card company, *********, to dispute the charge and in September, ********* determined that I would not get refunded because I am receiving services from Aura. Whatever, fine. Ill keep the services. So I logged on to my Aura account, only to find that my Aura account has been cancelled in August and I do not have an active membership, YET I was charged the full amount of $299.98 through August 2025 and never *********** I contacted Aura again except this time, no one answered me. I also disputed the charge again with ********* to let them know I should be refunded because I dont have an active service with Aura but ********* still determined I was responsible for the charge and will not be refunded even though my services is canceled and inactive.Ive tried logging in several times, and each time it says I do not have an active membership and is redirected to sign up, even though I have paid services through August 2025.This is a complete fraud. From the free trial to now, not providing services even though a payment transaction was made. I am demanding a full refund from Aura and/or ********* to reverse the charge.Please refund immediately.***** ****

  

  Business Response

  Date: 12/16/2024

  
  We sincerely apologize for any inconvenience caused by your recent experience with Aura. Our records indicate that a *********** Lead reached out to you, your issue was resolved, and a manual check for $299.88 was mailed on November 14, 2024.

  If you have any further questions or concerns, please dont hesitate to contact us at **************. We truly value your feedback and appreciate the opportunity to address this matter promptly. Thank you for allowing us the chance to make things right.

• Initial Complaint

  Date:11/07/2024

  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.

  Aura confirmed validity of my bank account upon subscription inception. Everything processed well and my account was verified. Once my monthly payment was due, Aura stated they tried to bill the same account but my bank labeled the transaction as fraud and denied payment. After an exhaustive morning going back and forth between Aura and my bank, since they both refused to talk on the line with each other to clarify the matter, I was left with no resolution. Aura claimed my bank refused to process the subscription and labeled my account as fraudulent. My bank confirmed Aura never requested funds from my account outside of the initial $8 account verification test, and confirmed there is no electronic processes pending or have been requested by Aura that initial transaction at all. When I made this clear to Aura they refuse to answer about the absence of the electronic request. Their representative told me it was their internal system blocking my payment and they didn't truly process the request. My bank was able to confirm the initial transaction of $8. Aura never requested payment from my account as they said, refused to show proof of the request, and said my bank was blocking payment to my previously verified account and that my bank labeled Aura as fraudulent in the system. My bank showed confirmation and also stated they can confirm Aura is being dishonest. I believe this company took all my data to get me to sign up for their services and now, after gaining access to all my private data, decided they don't want to all me to use the very payment method we agreed upon I use. If my account had an issue, it would have been denied upon inception. I feel duped by this company now capable of selling the very information I signed up for them to protect. I seek clarity via proof of the electronic footprint request to my bank showing my banks decline of transactions. This is fraudulent on Auras part.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize for the billing issues youve encountered with your Aura service. Weve made several attempts to contact you, including leaving voicemail messages and sending emails, but unfortunately, weve yet to hear back from you.
  
  After a thorough review, our records indicate that the credit card on file (***************** / Pulse network) is recognized as a prepaid card. To avoid any disruption to your account, we applied a credit to your invoice on November 14, 2024, allowing additional time for you to update the card on file. This step ensures your account remains active without interruption.
  
  We regret any inconvenience this may have caused and are committed to resolving this for you. Please dont hesitate to reach out to us at ************** or reply directly to the email we sent. Our ************* Team is available 24/7 to assist you.

• Initial Complaint

  Date:11/04/2024

  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 tried to cancel the autopay to the annual subscription to no avail. I called within 24 hours and sent several emails to no avail. They have simply chosen to ignore all my emails and take my money. I did not renew the service because it was of no use to me. I feel like Ive been robbed. What do you do when the company meant to protect your identiy takes your money instead?

  

  Business Response

  Date: 12/16/2024

  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration or inconvenience this situation may have caused.
  
  After reviewing our records, we confirmed that your account was canceled on December 3, 2024. Additionally, a refund of $326.63 was processed and issued to the original payment method on file.
  
  If you have any further questions, please dont hesitate to contact us directly at ************** for immediate assistance. Our ************* Team is available 24 hours a day to address any additional concerns you may have.
  
  Thank you for giving us the opportunity to assist you.
  

• Initial Complaint

  Date:10/30/2024

  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.

  [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: 12/16/2024

  We sincerely apologize for any inconvenience you may have experienced. We havent replied to your email due to an unprecedented surge in email and call volume resulting from the largest breach to date. We regret that this situation has affected our typical response times.

  Our records indicate that a Tech Support agent spoke with you on 10/31/24 and confirmed that the AntiVirus issue has been resolved. You should now be able to download the AntiVirus again.

  Please dont hesitate to call us if you need further assistance. Were here to help! Thank you for your understanding.

• Initial Complaint

  Date:10/29/2024

  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.

  Hello, My name is ****** ********, Please excuse my bold attempt to get in touch. I have contacted Hari and **** directly but have not received a response back yet.We closed in our home October 18th and **************************** mistakenly wired the proceeds from our home sale into your account vs ours (even though the info didnt match- including beneficiary names) the total is nearly $300,000- this is a HUGE deal for us. If this is not resolved immediately it will ruin our families future. Additionally, it is ILLEGAL to keep funds that aren't rightfully yours. After countless hours and attempts with ** ****** *****... unfortunately, ***** has not been very helpful and were at the point of desperation to get this corrected, please help! We have 4 young children and were supposed to close on our new home last week (but couldnt without our funds) the current owner graciously gave us a few extra days- if we cant proceed we will also lose our $72,000 deposit. In addition to losing our new home our ***************************************************** ******* just before Thanksgiving - without these funds she cant have the surgery! Talk about a WHOLE situation - that's where were at. So, I do appreciate your ***** while I sit here in panic mode.We loved our home and expected to raise our family there - Baileys vision went faster than anyone expected so with that - we sold our home to help our baby. And now here we are. Im lost, ***** isnt giving me any answers or an understanding as to when our funds will be in our account. I'm hoping that if we work together with *****, we can get this resolved quickly.Will you please contact me asap to discuss? Cell - ************ Email- ************************ or ***************** Im begging you - please help to get this resolved. Thank you, ****** and **** ********

  

  Business Response

  Date: 12/16/2024

  Thank you for contacting us with your concern. We are very sorry to hear about this unfortunate situation. However, our legal team spoke with the attorney who handled this transaction and confirmed that our company was not the company who received the funds at issue. The account numbers do not match and there were no deposits made in that amount. We hope that you will be able to resolve the issue with ***** and wish you all the best.