#1 Rated Identity Theft Protection Service - PC World

FAQs

Want to discover more reasons why IDENTITY GUARD® is your best choice for protection against identity theft and credit fraud? Or, maybe you simply want to learn more about your service — or credit and identity theft in general? Whatever information you're looking for, you'll find answers to the questions we hear most often right here:

IDENTITY GUARD® Basics

Enrollment

About Identity Theft

About Credit Reports & Scores

About Payment & Notification Delivery Options

 

 

IDENTITY GUARD® Basics

Q. How secure is the IDENTITY GUARD® website?
The IDENTITY GUARD® website uses the most advanced encryption technology available — 128-bit encrypted Secure Sockets Layer (SSL) — to help keep your personal information, including your credit card numbers, protected from unauthorized access.

Netscape 4.0 and higher, Microsoft Internet Explorer 4.0 and higher, and most frame-enabled browsers support SSL. When you begin a transaction, your visit takes place on our secure server. When you see a small key or padlock in the bottom right corner of your Netscape or Microsoft browser, you will know that your transaction is secure.

Intersections Inc. has further ensured that your privacy is protected by engaging TruSecure Corporation, a nationally recognized security firm, to conduct a security audit known as a Web Certification. According to the Perimeter Risk Assessment results, Intersections Inc. has a "solid security posture".

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Q. Where can I read the IDENTITY GUARD® Privacy Policy?
Right here: Privacy Policy.

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Q. What should I do if I forget my User ID or Password?
Don't worry, just click on I Forgot User ID or Password and enter your last name, the last four digits of your Social Security number, and your ZIP Code so we can identify your account. We'll then send you an email containing a link to your HINT question. Once you've successfully answered it, you will be prompted to change your User ID or Password so you can access your account.

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Q. What should I do if I forget my PIN?
If you are a first-time user, type your last name into the User ID field and fill in the password filed with the PIN (Personal Identification Number) included with your fulfillment materials.

If you have not yet registered on our website and you have forgotten or misplaced your PIN, we must verify your account before providing you access to it for the sake of your security and protection. Click on I Forgot My PIN. You will then need to answer questions based directly on information from your credit report. Once we have verified your answers, you will be redirected to the "Manage Your Account" page where you can set up your User ID and Password.

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Q. What is the Federal Trade Commission (FTC)?
The Federal Trade Commission (FTC) enforces a variety of federal antitrust and consumer protection laws, including the federal Fair Credit Reporting Act (FCRA). The FTC ensures that consumers, consumer reporting agencies, and lenders are treated in a fair and equitable manner. You can learn more about the FTC here by visiting www.ftc.gov.

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Q. What is the Fair Credit Reporting Act (FCRA)?
The federal Fair Credit Reporting Act (FCRA) promotes the accuracy, fairness, and privacy of information in the files of consumer reporting agencies. There are many types of consumer reporting agencies, including credit bureaus that gather and sell information about your creditworthiness to creditors, employers, landlords and other businesses. The FCRA gives consumers the specific rights summarized below, and you may have additional rights under state law:

  • You must be told if information in your file has been used against you.
  • You can find out what is in your file.
  • You have a right to know your credit score.
  • You can dispute inaccurate information with the consumer reporting agency.
  • Inaccurate information must be corrected or deleted.
  • Outdated negative information may not be reported.
  • Access to your file is limited.
  • Identity theft victims and active-duty military personnel have additional rights.

For more information, visit www.ftc.gov/credit.

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Q. Do you offer Web support?
Yes. You may email our support team at customersupport@identityguard.com.
Or call us at 1-800-452-2541, Mon.-Fri., 8a.m.-11p.m. (EST), Sat., 9a.m.-6p.m. (EST).

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Q. What can the IDENTITY GUARD® Member Services Team help me with?
By calling 1-800-452-2541, one of our Member Services Associates can help you make the most of your IDENTITY GUARD service and its features, including answering any questions you have about it. You can also ask to speak with a credit education specialist, Web support expert or someone from ITAC, the Identity Theft Assistance Center.

In addition, Member Services can help you:

  • Start the Credit Dispute Process
  • File ID Theft Insurance Claims
  • Report Lost & Stolen Credit Cards

Learn more: Contact Us

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Enrollment

Q. What is IDENTITY GUARD®?
IDENTITY GUARD is the premier provider of identity theft protection services. Learn more.

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Q. What are the differences between IDENTITY GUARD® and its competitors?
Unlike our competitors, IDENTITY GUARD monitors your credit and alerts you of activity on your accounts. We also monitor the Internet and public records, looking for activity connected to you. If we notice suspicious activity, we contact you by phone, email or text message to help you respond quickly to any issues. Find out more about how we exceed the competition.

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Q. How much does it cost to enroll in IDENTITY GUARD®?
We offer three levels of our comprehensive services that provide various coverage options at varying fees. Find out more about our services.

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Q. How much coverage will I get with my enrollment?
IDENTITY GUARD® TOTAL PROTECTIONSM helps protect you at the credit bureau, on the Internet, on your personal computers and when you travel.

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Q. What are the benefits of enrolling in IDENTITY GUARD® TOTAL PROTECTIONSM?
IDENTITY GUARD® TOTAL PROTECTIONSM helps you protect yourself at the credit bureau, on the Internet, on your computers, and as you travel. Learn more.

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Q. Will my enrollment cover my family, or just me?
Your enrollment will cover your own personal security. If your family members also want to protect their own identity, each of them must enroll individually.

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Q. Can I upgrade/decrease my level of service? If so, how?
Yes. We know your needs may change occasionally, and the security landscape always does, so we make it easy to adjust your IDENTITY GUARD service accordingly.

Simply, log in to your membership account and, under "YOUR PLAN" on the home page, you'll see the level of protection you currently have, plus your options for adding more layers of security to your service. You have a number of option buttons to choose from, including "What's This?", "Learn More", and "Activate", to help you determine which features are right for you.

You may also call our Member Services Team at 800-452-2541 to upgrade or downgrade your service.

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About Identity Theft

Q. What Is Identity Theft?
Identity theft is a crime in which someone acquires and uses your personal information, such as your Social Security or driver's license numbers, to take out loans, obtain new credit cards, rent an apartment, buy a car, run up debt, file for bankruptcy, as well as other criminal activities. It can damage your creditworthiness and create unknown criminal records that can result in you being wrongly arrested or denied employment or denied a loan.

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Q. Can someone really steal my identity?
Unfortunately, yes. Everyday life activities contribute to making your personal information available to criminals. Booking travel, shopping at stores or online, interacting with friends on social networking sites, and tossing junk mail and other business information into the trash can create a trail for identity thieves to follow. Learn more about what puts you at risk.

Identity thieves use a variety of methods to gain access to your personal information so they can use it to their advantage. Here are some of the ways they get it:

  • From businesses or institutions by:
    • Stealing records from their employer,
    • Bribing an employee who has access to the records,
    • Conning information out of employees
    • Hacking into the organization's computers
  • "Dumpster diving" through your trash at home or work to find bills and credit statements that contain personal information.
  • Obtaining credit reports by either fraudulently posing as a prospective landlord or misusing an employer's authorized access to credit reports.
  • Stealing credit and debit card account numbers by using a special information storage device (this is known as "skimming") while your card is being processed during a transaction.
  • Stealing wallets and purses containing identification and credit and bank cards.
  • Stealing your mail or completing a change of address to redirect your mail so that they will receive your credit card statements or tax information.
  • Using camera phones to take a picture of your credit or personal information while you complete a retail transaction.
  • Stealing personal information from your home.
  • Scamming information from you by posing as a legitimate business person or government official.

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Q. What can I do to protect myself from identity theft?
Although there is no fool-proof way to completely prevent identity theft from happening to you, you can minimize your risk by protecting and monitoring your personal information. Doing so enables you to detect potential fraudulent activities early on, which can greatly reduce the financial, emotional and legal burden associated with identity theft and fraud.

Here are some ways you can help protect your identity:

  1. Protect your Social Security number (SSN).
    • Do not: carry your Social Security card with you.
    • Do not: provide your Social Security number unless it's absolutely necessary and you trust the organization to keep your information safe. Only a few organizations, such as motor vehicle departments, tax departments and welfare departments, have the right to require your Social Security number. In addition, employers, banks and other financial institutions that necessitate tax transactions can require your Social Security number, but for all other accounts, you should ask if they will accept an alternative proof of identification.
    • Do not: put your Social Security number on your driver's license — ask for an alternative number to be provided.
    • Do not: put your Social Security number on your personal checks.
  2. Protect your personal information.
    • Watch for people who may try to look over your shoulder, eavesdrop or take a picture with a camera phone when you're exchanging your personal information.
    • Shred first. Then throw away any documents containing sensitive or personal information, such as your credit card statements or pre-approved offers, utility bills or tax documents.
    • Use a locked mailbox to send and receive all of your mail.
  3. Know and frequently monitor your personal information.
    • Review your Public Record Profile to validate that all of the information reported in it is correct.
    • Check your credit report(s) to validate that all of the information listed in them is correct.
  4. Be suspicious.
    • Do not: respond to suspicious "phishing" email requests.
    • Never send information such as your Social Security number, credit card number or user IDs/passwords through an email.
    • Never provide information to a telephone solicitor unless you have initiated the call and it is a legitimate institution.

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Q. How can I tell if I've become a victim of identity theft?
There are a few things you can do proactively to help determine if you've become a victim of identity theft:

  • Consistently monitor both your financial and public record information and look for:
    • Unfamiliar criminal records, court records, address information or bankruptcies.
    • Unexplained charges or withdrawals.
  • Be on the lookout for other signs that can indicate possible identity theft:
    • Failing to receive bills or other mail on time, or at all. This may signal that an identity thief has submitted a change of address to divert your mail.
    • Being served court papers or arrest warrants for actions you did not commit.
    • Receiving credit cards for which you did not apply.
    • Being denied credit for no apparent reason.
    • Receiving calls or letters from debt collectors or businesses about merchandise or services you did not buy.

Although any of these indications could be a result of a simple clerical error, you should not assume that there's been a mistake and do nothing. Always follow up with the business or institution to find out what's really going on.

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Q. What should I do if I am a victim of identity theft?
When you are enrolled in any of the IDENTITY GUARD® services, if you ever become a victim of identity fraud, you can count on an ITAC agent for professional assistance in handling the information provided below.

If you're not one of our members, we can still offer you this information: According to the U.S. Attorney General's office, the Secret Service oversees identity theft issues. Their recommendation is for you to immediately:

  • Report the crime to your local police. Be sure to get a copy of your police report or case number for reference.
  • Call your credit card issuers. Get replacement cards with new account numbers and ask that your old accounts be processed as "account closed at consumer's request". Follow up by summarizing your request in writing.
  • Call the fraud units of the credit reporting agencies. Ask that your accounts be flagged. Add a victim's statement to your report requesting that they contact you to verify future credit applications. These agencies are:
    • Equifax
      Consumer Fraud Unit
      (800) 997-2493
       
    • Experian Information Systems
      (888) EXPERIAN / (888-397-3742)
       
    • TransUnion
      Fraud Victim Assistance Dept.
      (800) 680-7289

Keep a log of all conversations with authorities and financial entities. And follow-up! Make sure that all creditors or credit bureaus have received what they need from you.

File an identity theft complaint with the Federal Trade Commission (FTC). Although the FTC doesn't have the authority to bring criminal cases to trial, it does assist victims of identity fraud by providing information that can help them resolve financial and other problems. If you have been a victim of identity theft, contact:

By Phone: Toll-Free: 877-FTC-HELP (382-4357)
TDD: 202-326-2502
By Mail: Consumer Response Center
Federal Trade Commission
600 Pennsylvania Ave., NW
Washington, DC 20580
On the Web: www.ftc.gov/ftc/complaint.htm
Consumer Information: www.ftc.gov/ftc/consumer.htm

 

Review your credit reports regularly to make sure all changes you've requested have taken effect.

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Q. What is phishing?
"Phishing" is used to describe an email scam that identity thieves use to trick people into giving out their personal information, such as credit card or Social Security numbers. These emails may appear to be from well-known, established legitimate organizations and tell the recipient that they need to "respond immediately" regarding an issue with their account or that they have won a prize. However, the emails often contain a link which redirects you to completely phony site which looks legitimate, complete with the company logo that asks you to enter/update your personal information such as passwords, Social Security, bank account or credit card numbers which they then steal.

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Q. How can I tell if an email is a phishing scam?
Unfortunately, many phishing emails may look genuine because they contain sophisticated graphics and logos; however, legitimate emails from a financial institution will never ask you to enter into or reply to an email with personal information, such as your Social Security number or credit card number.

Be wary of emails that:

  • Ask you to enter any personal information, such as your bank account number, an account password, credit card number, PIN, mother's maiden name, or Social Security number.
  • Fail to address you by your name.
  • Fail to confirm themselves as a legitimate company you do business with, such as by referencing a partial account number.
  • Warn you that your account will be shut down unless you reconfirm your financial information. (Scare tactics are often used to get the recipient to act on the request.)
  • Warn you that you have been the victim of fraud.
  • Have spelling or grammatical errors.
  • Ask you to send payment information via email.

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Q. What should I do if I think that I have received a phishing email?
If you receive an email that you think may be a phishing scam, report it by forwarding the email to: spam@uce.gov (maintained by the FTC) and reportphishing@antiphishing.org (maintained by the Anti-Phishing Working Group).

The Anti-Phishing Working Group is a collective organization created to combat phishing fraud. Its 680 member companies include eight of the top 10 U.S. Financial Institutions and four of the top five Internet service providers.

Additionally, the individual companies that are being fraudulently spoofed also take these phishing attacks very seriously. If you suspect an email is a phony, go directly to the legitimate company site (NOT through a link imbedded in the email; instead, search the Internet for the company name if you do not already have the address). Once you're on the legitimate site, visit the company's security center. Often, you will find information about email scams and how to report them.

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Q. Who has access to my public records?
As the name indicates, a "public record" is public. Each individual record, such as a tax lien, criminal record, lawsuit information or court decision can be acquired by anyone who requests that specific record from the recording jurisdiction — usually for a fee.

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Q. Can I opt out of inclusion in the public records database?
No. Public records, by law, are available to the public. Records, such as tax liens, real estate information, criminal records, lawsuit information and court decisions are made available to anyone who contacts the appropriate jurisdiction and requests to view them.

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Q. Why is awareness and continuous monitoring of my public information important?
Early detection of identity theft is one the most important factors in helping to reduce the financial and legal burden that can result from identity theft. An identity thief can acquire a driver's license, get married or even get arrested using your identity — and you would never know this by looking at your credit report alone. Therefore, having access to your public record and your credit information is one of the most effective ways to combat identity theft.

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Q. I monitor my credit bureau account regularly. Doesn't that eliminate my risk of identity fraud?
Although monitoring your credit bureau report is important, it's actually the last warning you might receive before financial fraud is committed against you. And, even if you notify your creditors of the fraudulent use of your name, your original data stays in the possession of the identity thief — and could be used again. That's why it's so important to monitor both the Internet and your credit report.

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Q. I shred my documents, handle my credit cards with care, and only shop on the most secure websites. Doesn't that reduce my chances of becoming a victim of identity theft?
Being cautious does reduce your chances of becoming a victim of identity fraud; however, it's not nearly as effective as having IDENTITY GUARD® services monitor both the Internet and your credit bureau report. Find out why.

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About Credit Reports and Scores

Q. What is a credit report and why should it be important to me?
Credit reports help put your personal and financial life and health in perspective. Lenders and creditors review your history to assess your creditworthiness. Knowing what your credit report says before you apply can help you correct any inaccurate information before you start shopping for a mortgage, car, or any other large purchase. Learn more about your credit.

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Q. What is a credit bureau and how does it obtain information about me?
Credit bureaus, also called credit reporting agencies, are clearinghouses for your credit information. The three main credit bureaus are Equifax®, Experian®, and TransUnion®. Whenever you apply for a new account, they provide your information to qualified requestors based on information they collect and store from the banks, savings and loans, credit unions, finance companies, retailers and others with whom you do business. Learn more about your credit.

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Q. Do all three credit reporting bureaus have the same information about me on file?
No, Equifax®, Experian®, and TransUnion® do not have the same information about you on file. They collect information about you from banks, savings and loans, credit unions, finance companies, and the retailers with whom you do, or have done, business. Because lenders may send certain information to only one bureau and not the others — and they are not required to share information with each other — each source may retain different information.

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Q. How does the IDENTITY GUARD® monitor my credit reports?
IDENTITY GUARD® notifies you of changes to your account information so you can act quickly if you suspect fraud. We gather this insight by monitoring your credit report and the Internet. Our alerts guide you to specific activities that's reported about you and can potentially disrupt identity thieves before they get started — making it almost impossible for them to turn you into a victim.

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Q. How soon after I enroll will I get to see my credit report and score?
Upon your enrollment, you will be able to log in to your member account and access to your credit report and score.

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Q. Will I be updated daily on my credit report and score?
Once you enroll, you will begin receiving a quarterly update of your credit report and score.

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Q. Is my credit report and score the same as my FICO score?
No, the score we provide to you is based on data from the three credit bureaus, via CreditXpert. Although certain economic conditions affect the flexibility of your credit score, CreditXpert provides a much more accurate assessment of your credit score than FICO because it's based on data from the past two years.

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Q. Who can look at my credit report?
According to the Fair Credit Reporting Act (FCRA), a lender to whom have applied for a loan — such as credit card companies and financial institutions supplying auto loans and mortgages — can view your credit reports. But almost anyone who can give the bureaus "just cause" can also view your credit report: landlords, utility companies, phone companies, hospitals, doctors, dentists, insurance companies, credit unions, finance companies, banks, retailers, department stores, credit card companies, car dealers, mortgagers, investigators, lawyers, courts.

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Q. At what age do credit bureaus start recording a person's credit history?
At 18 years of age, your credit is compiled and reported to the credit reporting agencies.

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Q. Should I regularly check my credit report?
Yes. Just as you have periodic medical and dental check-ups, you should also make a point of checking your credit report. Monitoring it daily will help keep you aware of your credit standing when you're trying to secure favorable rates for a mortgage or other loan. It can also protect you against credit fraud and identity theft. Learn more about your credit.

With the explosive growth of identity theft, experts recommend checking your credit report on a quarterly basis, as the credit bureaus update their files. That way, when there's a change you don't recognize, you can take steps to halt what could be illegal pilfering of your personal information.

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Q. How long does information stay in my credit report?
Public records and collection items stay on your report for seven years with the exception of bankruptcies, which stay on for 10 years. Unpaid tax liens remain for 15 years. Positive information remains indefinitely, although agencies can remove it after seven years. Inquiries remain for two years.

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Q. When should I dispute inaccurate information?
When you notice a discrepancy in your credit report, you should promptly contact the credit bureau that reported it and be sure to keep records of any related correspondence, phone calls or emails. The credit bureau will then check with the original source. If this inaccuracy persists, you should add a statement to the credit report specifying why the item is wrong. This dispute process can take up to 30 days.

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Q. How long does it take for a closed account to be removed from my credit file?
The file will be updated in 30 to 60 days, but reportable information can remain last up to 15 years from the date of the last activity.

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Q. I need help addressing my credit disputes/identity theft. Do you have any sample letters I can use?
Sure. We've created some sample dispute letters to make your dispute process easier. Simply click on the links below, customize each letter with your personal information, print and mail. Please note: It is your responsibility to ensure that these forms are used only for a legitimate dispute.

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About Payment & Notification Delivery Options

Q. What are my notification delivery options?
As a registered member, you can choose to receive your account notifications by email, phone or text messaging. If you provided your email address during enrollment, you will automatically begin receiving notifications via your email account.

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Q. How do I change my delivery method?
You can change how you receive your product updates and notifications anytime by simply logging into your account and selecting the delivery method that works best for you. You'll find delivery options listed in your "Account Information" menu.

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Q. Why am I not receiving my email notifications?
You may not be receiving your email notifications for one of the following reasons:

  • Invalid Email Address: You may have entered your email address incorrectly, or you may not have updated an old email address on your account. Please go to the "Account Information" menu item above to make sure your email address is listed correctly.
  • Delivery Options: You will only receive notifications by email if you have selected online delivery as your preferred delivery method. Please check your delivery option settings by reviewing the "Account Information" menu.
  • Spam/Junk Filters: Some spam/junk filters may prevent you from receiving our service notifications. Please add us to the Safe Senders list in your email address book to ensure you receive them.

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Q. How do I update my contact information?
You may change your mailing address or phone number by contacting us directly at 1-800-452-2541 — and you can change your email address online through your "Account Information" menu. You must call us to make this change.

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Q. How do I change my payment method?
If you'd like to change your method of payment, please call us at 1-800-452-2541. You must call us to make this change.

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