Privacy

I created an account and attempted to use the service. I could not create a card after adding a funding source which I added successfully. I then attempted to remove and re-add the funding source. After I removed the funding source I could not re-add it. I then attempted to add a debit card as the website states to do when having issues adding a bank account. It accepted my debit card and made the confirmation charge. When attempting to confirm the charge I got an error that said "only active accounts can activate funding cards" followed by please contact support at privacy.com. I contacted support and explained the issues I was having above. I received a response from Elijah (Privacy Support). It was as follows:

Hi Luis,

Thank you for your interest in Privacy! Unfortunately, we are unable to support your account at this time.

We're terribly sorry for the inconvenience, but we were unable to verify your identity with the information provided at sign up.

Your account has been suspended, and the attached funding source has been removed for your security.

I replied to the email as follows:

So I can't provide the information required to verify me?

Is this suspended account useless now?

I really don't understand what you are saying. Will I never be able to use the service? Can you please clarify so I don't waste anymore of my time.

I then received the following response:

Hi Luis,

Unfortunately, for security reasons, we're unable to disclose why our abuse prevention system or human review team decided we could not support your account or discuss the decision any further.

We have suspended the account and removed the attached funding sources from our system.

We're truly sorry again for any inconvenience this causes, and thank you for your interest in our service!

If a user cannot get support to determine why the account wasn't able to be verified, nor can the support person explain what the next best steps are then how is one supposed to use their service when support is of no help and providing copy and paste replies.

No help as to what went wrong with verification, no help to rectify the issue. No encouragement to close account and try opening a new account making sure to pay attention to the information provided at sign up. I feel like my account was suspended and the support person pretty much said "We couldn't verify you and now we don't want your business."

I previously had an account with Privacy for 6+ years. I closed the account after they disabled my account without any notice causing all my cards to decline over the next couple days. I tried signing up again 2 months later with one of the paid plans and got denied. I have a long email chain of 17+ emails saying they've sent me a refund and to just wait a couple more days. They stopped replying to me as soon as I was no longer able to chargeback with my bank and I've yet to receive a refund.

This is a great idea that's well implemented. An excellent approach to increase security and let you control charges to each card individually. The web site is easy to use and the support is very good. Other users here have complained about various problems but I've encountered none of them. I'm a happy customer and am increasing my use of the service.