Cancel My Identity Assist: Step-by-Step Guide

How to cancel My Identity Assist in canada and protect your data rights

Why you might cancel My Identity Assist

My Identity Assist is a subscription service that monitors your identity and credit activity online, then offers restoration support if fraud occurs. You access it through your bank (like Coast Capital Savings), your employer benefits, or directly from the vendor SLG Value Add Services. The service typically costs around $20 per month, though your actual price depends on how you enrolled.

You may want to cancel for many reasons: you have found a cheaper alternative, you no longer trust the service quality, you experienced a billing error, or you simply prefer to manage identity protection independently. Unemployment, switching banks, or family budget changes might also trigger the need to cut costs. Whatever your reason, cancellation is your right as a Canadian consumer. Tocancel is here to walk you through the process step by step.

Common reasons to cancel

You might cancel because the monthly fee no longer fits your budget, the monitoring features don't match your needs, or you have found better value elsewhere. Some customers discover they can access similar protection through their bank's existing offerings or through a competitor with superior customer service. Others realize they enrolled during a promotion and now want to avoid ongoing charges. All of these reasons are valid, and your decision to cancel deserves respect and a transparent process.

Who offers My Identity Assist in canada

My Identity Assist reaches Canadian consumers through three main pathways: as a standalone benefit via Coast Capital Savings, through employer group benefits administered by SLG Value Add Services, and occasionally as a direct subscription through partner channels. Each pathway has slightly different cancellation procedures. Your enrollment method determines which cancellation route will be fastest. Understanding where your subscription originated is your first step toward a smooth cancellation.

Your consumer protection rights under canadian law

Before you cancel, understand the legal protections that back your decision as a Canadian consumer.

Cooling-off periods and distance-sale protections

Most Canadian provinces give you a cooling-off period (also called a "rescission period") that lets you cancel contracts for distance-sold services-including online subscriptions-within 14 days of purchase, no questions asked. Some provinces offer 30 days. If you enrolled in My Identity Assist online or via phone, you may still be within this window.

Check your province's legislation directly: Ontario's Consumer Protection Act, British Columbia's Competition Act, and Alberta's Fair Trading Act all contain these provisions. Your provincial government website will show your exact timeframe and any exceptions. If you fall within the cooling-off period, you can cancel immediately and expect a full refund. This is a legal right, not a courtesy.

Privacy and data protection under PIPEDA

Under PIPEDA (Personal Information Protection and Electronic Documents Act) and equivalent provincial laws, you own the right to know what personal data the company holds about you, request corrections, and understand how it is used and stored. When you cancel, request written confirmation that your data will be handled according to their privacy policy and that your personal information will be deleted or securely retained only as required by law.

You also have the right to file a complaint with the Privacy Commissioner of Canada if you believe your data rights have been violated. Document everything: screenshots, emails, and confirmation numbers. This creates a paper trail that protects you if you need to escalate your complaint.

Billing errors and unauthorized charges

If you were charged without authorization, or if a free trial was not honored, you have the right to dispute the charge with your bank or credit card issuer under chargeback rules. Document all evidence: screenshots of your account settings, promotional emails, billing statements, and any communication with customer service. If the company refuses to refund you after cancellation, escalate to your bank's dispute department immediately-they can often reverse unauthorized charges within 120 days of the transaction.

Your legal position is clear: you do not owe payment for services you did not authorize or receive.

Cancellation methods for My Identity Assist

How you enrolled determines which cancellation method will work fastest and most reliably.

Cancelling through your bank account

If you enrolled through Coast Capital Savings or another bank, your first step is to log into your online banking portal. Navigate to your account settings or subscription management section. Look for "My Identity Assist" under active subscriptions or benefits. Click the cancellation option, follow the prompts, and request written confirmation of your cancellation date. Take a screenshot of the confirmation page for your records.

If you cannot find the cancellation option online, call your bank's customer service line directly. Provide your account number, the service name, and ask them to cancel on your behalf. Ask them to email you a cancellation confirmation. This method typically takes effect within 1 to 3 business days.

Cancelling through employer benefits

If you enrolled through an employer benefits plan administered by SLG Value Add Services or another benefits provider, you will need to contact your benefits administrator or Human Resources department. Request that they remove My Identity Assist from your active coverage. They will submit the cancellation request to the benefits provider on your behalf.

Ask your HR department for a written confirmation of the cancellation date and save this email. Inform them you want to confirm the final billing date and ensure no charges occur after your requested cancellation date. This method typically takes effect on your next billing cycle, usually within 5 to 10 business days.

Cancelling a direct subscription

If you subscribed directly through SLG Value Add Services or another vendor partner, log into your account on their website or mobile app. Go to account settings or subscription management and select the cancellation option. Complete all required cancellation steps and request written confirmation. Save the confirmation email or take a screenshot of the confirmation page.

If you cannot locate the cancellation button online (which happens more often than it should), contact customer service directly by phone or email. Be specific: state your full name, account number, subscription start date, and your request to cancel effective immediately. Ask for written confirmation via email. Document the date and time of your contact and the name of the representative you spoke with.

Step-by-step cancellation process

Follow these steps in order to cancel successfully and reduce the risk of continued charges.

1. Locate your original enrollment confirmation email or billing statement to identify how you enrolled (bank, employer, or direct).
   • Check your email inbox and spam folder for confirmation or invoice receipts.
   • If needed, log into your bank or employer benefits account to confirm the vendor name.
2. Gather your account information: full name, account number or email address, subscription start date, and current billing date.
   • This information will be requested during cancellation and helps prevent processing delays.
3. Access your account through the correct portal (bank app, benefits portal, or vendor website).
   • Log in with your credentials and navigate to subscription or benefits management.
4. Locate and select the cancellation option for My Identity Assist.
   • If a reason is requested, select the reason that applies to you (e.g., "no longer needed" or "switching providers").
   • Do not feel obligated to provide detailed feedback unless you want to.
5. Confirm the cancellation request and request written confirmation.
   • Screenshot the confirmation page or save the confirmation email immediately.
   • Note the cancellation effective date and the final billing date.
6. Verify the cancellation by checking your account 3 to 5 business days later.
   • Log back in and confirm My Identity Assist no longer appears in your active subscriptions.
   • Monitor your next billing statement to ensure no further charges occur.

Following this sequence reduces confusion and creates a clear record of your cancellation request. Tocancel recommends you complete each step in order.

Refunds and billing after cancellation

Understanding your refund rights and billing timeline protects you from surprise charges.

Refund eligibility and timelines

If you cancel within your province's cooling-off period (typically 14 days from enrollment), you are entitled to a full refund of your subscription fee. This is a legal right, not discretionary. The refund must be processed within 15 to 30 days of your cancellation request, depending on your province and financial institution.

If you cancel after the cooling-off period, you may be entitled to a pro-rata refund for unused service in that billing month. For example, if you paid $20 for a full month but cancel on day 10, you should receive a refund for the remaining 20 days. Contact the company in writing and request a pro-rata calculation. If they refuse, escalate to your bank's dispute department.

Monitoring charges after cancellation

After you cancel, monitor your bank account and credit card statements closely for 2 to 3 billing cycles. Sometimes recurring charges continue for one additional billing period after cancellation due to processing delays. If you see a charge that should not have occurred, contact your bank immediately and file a dispute. Do not ignore it-the sooner you report it, the easier the reversal.

Keep all cancellation confirmations, screenshots, and emails in a safe folder. These documents are your evidence if you need to escalate a billing dispute to your financial institution or to Tocancel for guidance.

Pricing and cost comparison

Understanding the cost of My Identity Assist helps you decide whether cancellation makes sense for your budget.

If you enrolled through employer benefits and the service is partially subsidized, you may be paying less than the direct price. Before you cancel, confirm what you are actually paying versus what a competitor would charge. Tocancel recommends you compare at least three alternatives before finalizing your cancellation decision.

What happens after you cancel

Cancellation is not the end of your relationship with the company-you still have rights and responsibilities.

Account access and data retention

After cancellation, your account access will be suspended within 1 to 7 business days. You will no longer receive credit monitoring alerts or restoration support if fraud occurs. If you need to retrieve any account information or historical data, do so before cancellation takes effect. Download any documents, reports, or contact information you may need later.

Under PIPEDA, the company must delete or anonymize your personal data within 30 to 60 days of cancellation, unless they are legally required to retain it. Request written confirmation of their data deletion timeline. If you are concerned about data security, file a Privacy Commissioner complaint if your data is not handled according to their published privacy policy.

Reactivation and re-enrollment

If you cancel and later change your mind, you will need to re-enroll from scratch. This means you may lose any promotional pricing you had originally, and you will enter a new cooling-off period. Cancellation is permanent unless you explicitly choose to re-enroll later. Consider this carefully before you submit your cancellation request.

Common mistakes to avoid during cancellation

Cancellation can feel stressful, and it is easy to make errors that delay the process or cost you money.

Not documenting your cancellation request

Many consumers cancel verbally or through an online form and fail to save confirmation details. Without written proof of your cancellation date and request, you have no evidence if charges continue or if a dispute arises. Always take screenshots of confirmation pages, save confirmation emails, and request written confirmation from customer service if you cancel by phone. These documents are your protection.

Cancelling through the wrong channel

If you cancel through your bank but the subscription is held by the benefits administrator, your cancellation may not process correctly. Verify exactly where your subscription is managed before you attempt cancellation. Check your billing statement to see which entity charges you each month. This is the entity you must contact to cancel. Tocancel recommends you verify this step before taking action.

Not monitoring your account after cancellation

Many recurring charges continue for one or two billing cycles after cancellation due to processing delays or billing system glitches. If you do not check your account after cancellation, you may miss unauthorized charges. Set a reminder on your calendar to review your bank and credit card statements 5 to 7 days after your requested cancellation date. Catching billing errors early makes disputes much faster and easier to resolve.

Ignoring disputed charges

If a charge appears after your cancellation, contact your bank immediately-do not assume it will resolve on its own. Bank dispute processes have tight timelines (typically 120 days from the charge date). The longer you wait, the harder it becomes to recover your money. Document the charge, the cancellation date, and all communication with the company, then escalate to your bank's dispute department the same day you notice the error.

Escalation: what to do if the company refuses to cancel

Most cancellation requests are processed smoothly, but occasionally a company resists or delays unreasonably.

Direct complaint to the company

If your cancellation request is ignored or denied, send a formal written request via email and regular mail. Use clear, direct language: "I am requesting cancellation of My Identity Assist, effective [date]. I expect written confirmation within 5 business days." Keep a copy of this correspondence. If the company does not respond within 10 business days, proceed to the next step.

Escalation to your financial institution

Contact your bank or credit card issuer and report the situation. Explain that you requested cancellation but the company is continuing to charge. Your bank can place a block on future charges, reverse disputed transactions, or issue a new card number if needed. This action often motivates the company to cancel your subscription promptly.

Complaint to your provincial consumer protection authority

If the company refuses to honour your cancellation request, file a formal complaint with your provincial consumer protection agency. In Ontario, contact the Ministry of the Attorney General. In British Columbia, contact Consumer Protection BC. In Alberta, contact the Fair Trading Act authority. These agencies have enforcement power and can compel refunds. Include all documentation: screenshots, emails, and proof of your cancellation requests.

Privacy commissioner complaint

If the company fails to honour your data deletion request after cancellation or mishandles your personal information, file a complaint with the Privacy Commissioner of Canada. This is a free process and carries significant weight in disputes involving data security or privacy violations.

Your legal position is strong: Canadian law protects your right to cancel subscriptions and your right to data privacy. If the company ignores these rights, regulators and your financial institution are on your side.

Before you finalize your cancellation decision

Take a moment to confirm that cancellation is truly the right choice for you.

If you answered "Yes" to most questions in the left column, cancellation may not be necessary. Consider reducing your monthly expenses elsewhere or negotiating a lower rate with the company. If you answered "Yes" to most questions in the right column, proceed with cancellation confidence. Tocancel is here to help you execute your cancellation step by step.

Your cancellation checklist

Use this checklist to stay organized and ensure you do not miss any critical steps.

• Locate your original enrollment confirmation email or billing statement.
• Identify your enrollment method: bank, employer benefits, or direct subscription.
• Gather your account information: name, account number, email, and start date.
• Log into the correct portal (bank, benefits platform, or vendor website).
• Locate and click the cancellation option for My Identity Assist.
• Complete all required cancellation steps and submit your request.
• Screenshot or save the cancellation confirmation page.
• Request written confirmation via email if cancelling by phone.
• Note the cancellation effective date and final billing date.
• Monitor your account 5 to 7 days later to confirm the cancellation processed.
• Check your next two billing statements for any surprise charges.
• If charges continue, file a dispute with your bank immediately.

How tocancel can support your cancellation

Cancellation can feel overwhelming, especially when you are unsure of your rights or the correct process. Tocancel is Canada's trusted platform for managing subscription cancellations and consumer disputes. Our resource library covers every major service, and our advocacy team is ready to help you resolve billing disputes and ensure companies honour your cancellation requests.

If your cancellation is refused, delayed, or results in ongoing charges, Tocancel can help you escalate your complaint to the right authority and prepare the documentation you need to recover your money. We have helped thousands of consumers cancel unwanted subscriptions and resolve billing errors. Your cancellation matters, and you deserve a company that listens.

Contact information for My Identity Assist

To cancel My Identity Assist or file a complaint, contact the relevant party based on your enrollment method:

• Coast Capital Savings: Customer service 1-877-754-5566 or visit coastcapital.com
• SLG Value Add Services: [email protected] or contact your benefits administrator
• Privacy Commissioner of Canada: File a complaint at priv.gc.ca or call 1-800-282-1376

Tocancel recommends you document all contact attempts, including the date, time, phone number or email used, and the name of any representative you speak with. This creates a record that supports your escalation if needed.

Cancelling My Identity Assist is your right, and the process does not have to be complicated. Follow the steps above, document every action, and remember that Canadian law is on your side. If you run into resistance, Tocancel is here to support you. Your financial freedom and data privacy matter-take action today.