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Aura complaints

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2553 Dulles View Drive Suite 400
Herndon, VA 20171 | Get Directions

(703) 488-6100

http://www.aura.com

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Total Amount in Dispute:
$120.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to complaints presented to them.

Complaint Closing Statistics

2 complaints against Aura closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against Aura

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8/23/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $120.00 Amount Settled: $0.00

Customer Complaint

7/13/2023

First of all I'm on SSI, so I signed up for monthly plan. And paid. Then the very same month they took out $120.00 for the yearly plan. That was just enough to over draw me at the bank. I called them to see what was going on and they said laughing ly that does happen quite often. I said I needed that money put back in my account right away. But they said it would take 90 days! I talked to a Courtney Rigard and then Digon Taylor. He gave me the phone # 888-439-0712 with a confirmation #17745. That I would get a refund in 72 hours. That was on July 6th. Today I called back and a rude man answered, without giving me his name wanted my confirmation #. Told him who I had talked to and wanted to know where my refund was? He said because I wasn't Courtney Rigard he could not talk to me. I said "IM" the customer! And repeated himself then hung up on me. I called back, and he picked up, and I said do not hangup on me, and he did! I called the setup to join # and asked to talk to a supervisor but they said it would take 72 hours to have call me back!? Resolution Sought All I want is my money back. I don't have much and I'm living g on air. Please help me, please ??

Company Response

8/11/2023

Company states: Thank you for sharing your concerns. You initially enrolled online in an annual plan. You called us to change the plan to monthly on 6/19/23. Subsequently, you called the following day to cancel. Our records indicate that we issued a refund on 6/20/23 in the amount of $119.01 back to the Visa ending in 4290. We apologize for any confusion or misunderstanding this may have caused.

1/16/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

9/16/2022

On 10 Sep 22 there were two Inquiries against my name, These are fraudulent identity theft. Please let me know if you issued credit based on this. 1. Intersections 14901 Bogle Dt Ste 300 Chantilly, VA 20151-1736 2. CD-Intersections 3901 Stonecroft Bld, Chantilly, VA 20151-1032 (703) 488-6100 Resolution Sought Send me proof that whatever these inquiries were for have not been issued credit in my name and the applicant has been stopped. The credit bureaus should also be notified to correct. I have notified all three about the identity theft.

Company Response

1/4/2023

Company states; I am responding to your letter dated December 15th, which we received on December 27th. Our Customer Support team's records show that this customer worked with our White Glove Service back in September 2022 on two alerts she received from us. The team is checking their records for what transpired and if any further assistance can be offered to this customer. Thank you for reaching out to us and please feel free to let us know if you have any further questions. With kind regards, Deputy General Counsel & Chief Compliance & ESG Officer

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