On March 11, 2011 I purchased the Platinum Protection plan for $169 on line, using a credit card. I received an email stating that they would send me a letter via US mail within 5-7 business days containing information that would allow me to activate my identity theft protection on the website. Until I received that letter I could not activate my membership. I did not receive the letter.

About April 1, 2011, I called Solus and talked to a person named Jason who said he would put another letter in the mail. I never received that letter either.

The third week in April, 2011 I called Solus again and again spoke with Jason. He said he would put a 3rd letter in the mail. I never received the letter.

On April 29, 2011 I again called Solus and spoke with Jason. I asked if he could fax or email me the letter. He said he would email his boss and call me right back. He never called. I called him again 2 days later and he said he was not allowed to email or fax the letter. I asked to speak to his supervisor and was told his boss was not in the office.

At this point I told Jason I wanted a refund and on April 29, 2011 he agreed to a refund and said the charges would be credited back to my credit card within 5 days. The credit never showed up on my credit card.

On May 6, 2011 I called again and spoke with Jason, asking him where my refund was. He allegedly spoke to his supervisor while I waited on the phone and he came back and said they would mail the check out to me. I have not received the refund as of May 13, 2011.

From my perspective Solus ID is running a scam. They took my money and gave me neither service nor a refund. Now when I call I get a message that says the office is closed, or I get put on hold permanently. No one will take my call. And the only person I have ever been able to speak to is Jason. There doesn’t appear to be anyone else there.

Question: How can they be trusted to protect my identity when they can’t even manage to send me a letter through the mail?