Avangate Teen Shield The company does not deliver the services as advertised. Redwood City Internet

I purchased Teen Shield from Avangate in March, 2016. The program is meant to monitor a teen's phone to allow parents to keep their teens safe on-line. The parental home page (the log-in page where parents see monitoring) lists everything that should be monitored with the program. Among those items listed is "kik," which is an online chat site.

The first problem I had with the software was approximately a month ago when it stopped monitoring. It took several days and several emails to get the problem fixed. Avangate insisted that the software was working when it was not.

The most recent problem is that my teen added both "kik" and "snapchat" to her phone. Even though the site indicates they monitor "kik," I was told in a very long conversation with two employees last night that they do not monitor it. One employee insisted that I must provide screenshots of the log-in page before he would even consider my complaint.

I was told that they did not monitor kik, then I was told that they do monitor it, then I was told the problem was mine because my teen's phone was not "rooted." They also claim to tell you every app that is added, which failed to happen because I had to discover both kik and snapchat on my own. I cannot use their program to monitor added apps if their program does not show those apps.

The program also claims to capture ALL photos on the teen's phone and it does not. I have seen photos on my teen's Instagram that do not show up on Teen Shield, but they have to be on her phone to get to Instagram.

I am very dissatisfied with this company and the way in which they handle customer concerns.