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LifeLock Complaints & Contacts

LifeLock is an identity-theft protection and credit-monitoring service founded in 2005 in Tempe, Arizona, acquired by Symantec in 2017, and now marketed as a brand of Gen Digital Inc. (formerly NortonLifeLock, following a 2022 merger with Avast). LifeLock settled FTC allegations twice without admitting wrongdoing: in 2010 over claims it overstated its identity-theft protection, and in 2015 over alleged violations of that 2010 order, settling for $100 million -- at the time the largest monetary award the FTC had obtained in an order-enforcement action. A parallel consumer class action (Ebarle) added a $68 million settlement fund. Separately, a decade-long False Claims Act suit against the parent company over a federal sales contract -- initially decided for about $1.2 million in January 2023, then substantially increased by the court in January 2024 -- ultimately concluded in December 2024 with a $55.1 million payment.

REVIEWS & COMPLAINTS6on USAComplaints · none in last 3 yrs · latest 2013
WEBSITElifelock.com
HEADQUARTERSTempe, AZ
PROFILE CHECKED2026-11-06
Submit a Complaint Read reviews & complaints ↓ Official website ↗

Contacts

Customer service & general contact

Account & login

VERIFIED

Locations

  • Headquarters60 E Rio Salado Pkwy, Suite 1000 Tempe AZ 85281
EDITORIAL

Is LifeLock Legitimate?

BBB

Legal name
LifeLock (identity-theft protection brand of Gen Digital Inc.)
Founded
2005
Business type
Identity theft protection and credit monitoring service
Website
lifelock.com
Headquarters
Tempe, AZSource: BBB business profile, checked 2026-08-25

LifeLock is an identity-theft protection brand of Gen Digital Inc., founded in 2005, with a BBB profile in Tempe, AZ. The FTC alleged in 2010 that it falsely claimed to provide complete identity-theft protection, and alleged again in 2015 that it kept making deceptive claims and failed to maintain the data-security program its own 2010 order required. LifeLock settled both matters without admitting the allegations -- the 2015 settlement, at $100 million, was the largest FTC order-enforcement recovery at the time. A parallel consumer class action (Ebarle) added a $68 million settlement fund, substantially funded from the same $100 million rather than as fully separate money. Separately, the current parent company (Gen Digital) paid $55.1 million in December 2024 to conclude an unrelated decade-long False Claims Act case over a federal sales contract. The BBB's current complaint record for the Tempe, AZ profile is a consolidated Gen Digital number, not a LifeLock-specific count; the largest categories are product issues, service/repair, and billing.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBB923/3yr, 245/12mo -- consolidated Gen Digital profile, not LifeLock-only
923 complaints · BBB business grade A+
EDITORIAL

Complaint Themes

False claims of complete identity-theft protection (2010 and 2015 FTC settlements)Autorenewal and billing disputesDifficulty cancelling subscriptionsParent company (Gen Digital/Avast) browsing-data sale settlement

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 6 historical complaints about LifeLock, published between 2008 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

Had an experience with LifeLock? Tell other people what happened.

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PUBLIC RECORD

Court & Public Records

FTC v. LifeLock, Inc.

Settled

U.S. District Court, District of ArizonaDocket 2:10-cv-00530-MHMSource ↗

SettledThe FTC alleged LifeLock falsely claimed to provide complete identity-theft protection; separately, 35 state Attorneys General pursued coordinated state proceedings/orders over related conduct (not as co-plaintiffs in this federal case). LifeLock agreed to pay $11 million to the FTC and $1 million total to the states, without admitting the allegations, and was required to implement a comprehensive information-security program with biennial independent third-party assessments for 20 years.

FTC v. LifeLock, Inc. (contempt enforcement of the 2010 order)

Settled

U.S. District Court, District of Arizona (2015 contempt enforcement of the 2010 FTC order)Docket 2:10-cv-00530-MHMSource ↗

SettledThe FTC alleged LifeLock violated its 2010 order in four ways, including continued deceptive advertising and failing to maintain the required data-security program. LifeLock, neither admitting nor denying the allegations, agreed to pay $100 million -- then the largest monetary award the FTC had obtained in an order-enforcement action -- of which up to $68 million could be used to fund the parallel Ebarle consumer class-action settlement. The FTC later used remaining funds to mail over 1 million refund checks (totaling over $31 million, averaging about $29) to affected consumers in 2019.

Ebarle v. LifeLock, Inc.

Settled

U.S. District Court, Northern District of CaliforniaDocket 3:15-cv-00258-HSGSource ↗

SettledConsumer class action covering U.S. residents who purchased a LifeLock plan between September 2010 and January 2016, coordinated with (and substantially overlapping) the FTC's 2015 contempt settlement -- up to $68 million of the FTC's $100 million order could fund this settlement. The court-approved Settlement Fund was $68,000,000; LifeLock separately agreed not to oppose $10.2 million in attorneys' fees and expenses, paid in addition to (not out of) the fund.

United States ex rel. Morsell v. NortonLifeLock Inc. / Gen Digital Inc.

Judgment

U.S. District Court, District of ColumbiaSource ↗

Judgment enteredWhistleblower (qui tam) False Claims Act suit alleging the company knowingly submitted false commercial-sales/discount disclosures under a federal GSA Multiple Award Schedule contract originally signed in 2007 under Symantec. The court initially entered judgment of about $1.2 million to the United States and $380,000 to California in January 2023 -- far below the roughly $280 million a government damages expert had modeled -- but substantially increased the federal judgment on January 16, 2024 to $16,121,696.04 in damages plus $36,872,000 in civil penalties, and denied a further reduction on August 30, 2024. The Department of Justice announced on December 2, 2024 that Gen Digital paid $55.1 million total (including interest and costs), concluding the decade-long case.

FTC v. Avast Limited (pre-acquisition Avast/Jumpshot conduct, unrelated to LifeLock service)

Settled

Federal Trade Commission administrative orderSource ↗

SettledNot a LifeLock-branded matter, and predating Avast's acquisition by LifeLock's then-parent (NortonLifeLock closed its Avast merger September 12, 2022): the FTC alleged Avast sold consumers' web-browsing data via its Jumpshot subsidiary (2014-2020) to over 100 third parties despite promising its products blocked online tracking. A proposed consent order was announced February 22, 2024 and finalized June 26, 2024: Avast agreed to pay $16.5 million and was permanently banned from selling browsing data for advertising. The FTC sent claim-form notices to about 3.69 million potentially eligible consumers in February 2025; actual refund payments (about $15.3 million to 103,152 consumers with valid claims) began in December 2025.
EDITORIAL

Corporate history and ownership chain

LifeLock, Inc. was founded in 2005 in Tempe, Arizona and went public in 2012. Symantec Corporation acquired it for about $2.3 billion, closing February 9, 2017. When Broadcom acquired Symantec's enterprise security business in 2019, the remaining consumer business (Norton plus LifeLock) became a standalone public company renamed NortonLifeLock Inc. NortonLifeLock merged with Avast, closing September 12, 2022, and the combined company renamed itself Gen Digital Inc. that November. LifeLock remains an active product brand within Gen Digital, often bundled with Norton antivirus products.

VERIFIED

Company Relationships

  • Affiliated withGen Digital Inc.
EDITORIAL

Frequently Asked Questions

Has LifeLock settled with the FTC?

Yes, twice, without admitting the allegations either time. In 2010, LifeLock settled FTC charges (plus related state actions) over claims it overstated its identity-theft protection. In 2015, the FTC alleged LifeLock violated that 2010 order, and it settled for $100 million -- the largest FTC order-enforcement recovery at the time -- with up to $68 million of that funding a parallel consumer class-action settlement (Ebarle).

How do I sign in to my LifeLock account?

Norton's support article says to go to my.Norton.com, click Sign In and enter your username or email address. You can then use a one-time passcode sent to your registered email or mobile number, your password, or a Google, Apple or Microsoft account if one is already linked. A forgotten password is reset with Forgot password? on the sign-in screen. After too many failed attempts the account may be temporarily locked, and the article recommends waiting an hour before trying again; if the account is tied to an old email address you cannot access, it says to contact Member Services and Support. Signing out only disconnects the current device or browser; it does not cancel the subscription or uninstall the app.

How do I stop LifeLock from renewing automatically?

Norton's help page on automatically renewing subscriptions, filed under Norton 360 with LifeLock, says a subscription can be stopped from automatically renewing any time before the day it is due to be charged, either by signing in to the Norton account or by contacting Norton. For annual subscriptions it says Norton emails the renewal price and billing date before any charge. The page points to a separate Norton guide for the detailed steps.

Is a credit freeze free, and how do I place one?

The FTC says there is no cost to place or lift a credit freeze and that a freeze does not affect your credit score. To place one, you contact all three credit bureaus, Equifax, Experian and TransUnion; the FTC article links to each bureau's page. A freeze lasts until you lift it.

Who owns LifeLock now?

LifeLock is a product brand of Gen Digital Inc., formerly known as NortonLifeLock. Symantec acquired LifeLock in 2017; the consumer business later split from Symantec's enterprise unit (sold to Broadcom in 2019) and became standalone NortonLifeLock, which merged with Avast in 2022 to form Gen Digital.

What was the Morsell lawsuit and how much did it cost the company?

Morsell was a whistleblower False Claims Act suit alleging the company (as Symantec, later NortonLifeLock/Gen Digital) knowingly submitted false pricing disclosures on a federal government sales contract. An initial 2023 judgment of about $1.2 million was substantially increased by the court in January 2024 to roughly $53 million in damages and penalties; Gen Digital ultimately paid $55.1 million in December 2024 to conclude the decade-long case.
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