Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just was charged again on 11/9/2023 then last month and the month before that and since May. I cannot get ahold of anyone you cannot email them like their page says and Im tired of continuously being billed. Its a hustle for them and its wrong

  Business Response

  Date: 12/12/2023

  Hello ****,

  Thank you for contacting ID True.  We show your account was canceled and last charge was on 11/9/2023.  As a courtesy, we have processed a refund for this charge and apologize for any inconvenience contacting our customer support team.

  Thank you!

• Initial Complaint

  Date:10/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Date: 02/11/2023 10:**** Order Number: ******* Amount: $3.95 I signed up for their service to do a quick search. I quickly realized their search was really poor and had no value to me. I immediately called the "24/7" phone number on their site and got a message they were not open for calls which is not "24/7". So I emailed ************************************ immediately and email tracking application I used confirmed receipt and email headers confirmed it was a legitimate email address. I've been billed ***** since Feb. 11, 2023 without any response to emails or answers by their 24/7 phone number on their site. I finally got through this morning on 10/9/2023 and the lady would barely listen to me and kept talking over me. She said she cancelled my account and would refund just one month. I told her to check my account and she will see I've had no activity in that account since my request via email to cancel. She would't listen and said to just email ********************************** for refund request. I have never received a response from that email so have little to no faith it will get honored. IDTrue, please refund all the ***** charges since March 14, 2023 when the recurring charges started. I need $359.60 refunded please.

  Business Response

  Date: 12/12/2023

  Hello *****,

  Thank you for contacting ID True.  

  We show in our notes you called in to our support team, and spoke to **** on 10/9/23.  She confirmed your account was canceled, and you would not be billed further.  As a courtesy, she also processed a refund for the prior 3 months of service.

  Regards,

  IDTrue Support

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 10, 2023 this organization still posts my personal data after I had sent two deletion requests, making specific mention of GDPR, consent is being revoked for personal data processing. Prior requests were sent ** Mail November 30, 2022 and December 17 2022 with no response as of May 10 2023. I would this organization to delete and cease processing all personal data. Attached is a copy of the last request sent ** Mail, May 10 2023.

  Business Response

  Date: 05/17/2023

  Hello Mr *******,

  Thank you for contacting IDTrue.  It appears you are requesting to have your information removed from our search.  

  We do allow anyone to remove their information from the site using our free opt-out tool located at: **********************************************.

  It appears you have not gone through the opt-out process, but we have  removed the record associated with the following individual:
  

  *********************************
  Age 51
  ***************, **
  Madison Hts, **
  *********, **
  Allendale, **
  

  Once you are removed from this search, we do not retain or store any personal information, and these records have been removed from our system.

  The URL you have sent just includes any name that is put into the search.  For example if you replace ANYONE NAME in **, this URL would display it, as it's not any data stored anywhere.
  *************************************************************************************************************************************************************************************
  
  Thank you, and have a great day!

  Customer Answer

  Date: 05/17/2023

  My complaint is not an "opt-out" for removal under the authoirty of your terms.  It is notice cancelling all agreements and to destroy and cease processing all personal data, in all of your systems, under the authority of federal law, specifically,  GDPR (7) 3 Consent is being revoked for personal data processing; GDPR (17) 1b There are no other legal grounds for personal data processing. 

  The GDPR states, processing of personal data is generally prohibited unless the action appiles to one of the allowances listed in GDPR Article 9 (2) a-j.  Regarding 9 (2)a. I had never knowingly delivered such consent and cancelled all such agreements with your organization through prior notice including this complaint (BBB Complaint ID *********.  There are no other reasons in this statute that permit processing of personal data. 

  It does not matter if you purchase pesonal data collected through a seperate agreement because I revoked consent with you to process any personal data in all of your systems.  You have acknowledged reciept of such notice when you answered this case.  Your response providing instruction to opt-out does not honor my request.
  

  Since there is no distinct statute that allows the processing of my personal data, you have no other legal grounds to process personal data. I expect you to honor my notice deliveed in this case, for all personal data to be deleted and for you to cease processing any personal data in the future.  Please respond to acknowledge my request has been honored.  

  Business Response

  Date: 05/17/2023

  Hello Mr. *******,

  Thank you for the email, and your clarification on GDPR regulations that apply to ** residents.  Regardless of your residency, we will not process, maintain, or store any of your personal data.  I have searched our systems, and we have no PII containing your name, address, or email.

  When we removed you by opting out of our search feature, no user can search and locate records for you name, which prevents ID True from ever processing, sharing, or storing any of your personal data.

  Thank you for contacting ID True

• Initial Complaint

  Date:04/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was informed that this website is sharing and/or selling the personal information of myself and my family members. On accessing the site, I found that it is presenting multiple records regarding myself as well as records for elderly members of my family. I went through the opt-out process for the three records I found on myself, but when I attempted to remove the records for my aging family members (they do not have the means to file for themselves and gave me permission to act on their behalf) I was not allowed to complete the opt-out process because the site said I am only allowed to request the removal of three records.This type of information sharing (full names, addresses, phone numbers, personal records) is a blatant risk to an individuals privacy and personal security, especially in the case where the person is elderly. I, nor any of my family members agreed to have our information publicly shared. In these days of identity theft, fraud, and other risks these for profit and predatory business practices are extremely dangerous.

  Business Response

  Date: 04/03/2023

  Hello,

  Thank you for contacting ID True.  Our opt-out system allows you to remove 3 records per email address for a person.  If you have multiple people you are trying to remove, do they have another email you can use?  If you are unable to handle this, please let us know the records you would like removed and we can review them to remove.

   

  Thank you!

  Customer Answer

  Date: 04/03/2023

  As stated in my original complaint, the company had three records for myself. Them limiting an individual to only three opt-outs per email address is needless. Further, despite removing my searchable records, my full name is still showing in the information posted in some of mentioned family members. Also as stated in the original complaint, most of my relatives are elderly and/or disabled and/or I have been empowered to act on their behalf. There are some family members that also have multiple records posted. I will need a secured yet monitored/mediated forum to supply the names of other records that are to be removed, but wish to be able to opt-out without such issues.

  Business Response

  Date: 04/19/2023

  Hello,

  Can you send us a screenshot of the record you would like removed, and we can facilitate this for you?  We are unable to allow users to remove more than 3 records, since our systems typically only have 1 or 2 records that are actually that person.  Many times with common names, it appears to be similar, but is not a record related.  Thank you!

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not sure of the date of my initial membership but I requested cancellation on 6/4/20 via email as their website states to email support or call support to cancel. I have many many transactions a month on my bank account and did not notice the charges still there until 10/5/22. Have called multiple times with no answer and emailed again on 1/16/23 including the email of my original cancellation request. No response ever received. In total over $1,400 has been charged since my original cancellation request via appropriate form according to their website. On 2/7/23 charged another ***** for the month. Finally was able to get through on phone to support and cancel. Received a ****** of about $90 for last 2 charges since max ****** is 30 days prior. Still $1300 short of what I have been billed since requesting cancellation. Was told I should have called, even though websites says support can be emailed for cancellation. Also, monthly subscription price was raised without notice.

  Business Response

  Date: 02/16/2023

  Hello, and thank you for contacting IDTrue.  We're glad our support team was able to assist in cancelation and provide refunds for the last 2 months.  As stated, when you signed up our Terms and Conditions we do not allow for refunds after the transaction date, and you must call our customer support team to cancel your account.  After reviewing your account, we do see search activity and reports provided since your account was created.  As a additional courtesy, we have refunded and additional 4 months of service to the maximum of 6 months of service.  The refund will post to your account with 3-5 business days. Thank you

• Initial Complaint

  Date:01/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted ID true regarding the bank charges they made on my business account. I spoke with 2 customer service agents: the first one didn't speak to me for a few minutes after we argued on the phone and the second one was named (i have the name and the agent number). Both agents explained to me the terms of service stating that they can only refund the last 30 days. And it is my fault that ID true has continued to charge me becoz it is my responsibility to call them for cancellation. They stated that it is my fault that I have not called soon enough- but I was not aware of the charges until yesterday when I was preparing for my taxes. They charged me for the whole year. I reviewed the account, and the service was only used on Jan 17, 2022. Under the terms of service, they quoted, is that failure to use is not a reason not to be charged. In my defense, I would not have known that they are taking money from my account because I was not being alerted to it. There was no monthly receipt being sent to my email. This is very deceptive. All businesses who have honest intentions would be giving you a heads up that they are taking monthly from your account (e.g. insurances). I will gladly pay if I have used their services. But the only mistake I made here is that I was not aware of their charges.

  Business Response

  Date: 03/23/2023

  Hello **************,
  
  Thank you for contacting ID True.  After looking into the matter it appears you registered for a subscription and called into cancel your subscription on 1/08/23. 
  
  We do state when registering we have a 30-day refund policy, but at the time you called in a supervisor was able to provide a 3 month refund as a courtesy, and we just applied and additional month of service refunded to your card.  This will be applied and reflect on your statement within 48 hours.
  
  Thank you,
  ID True Support

• Initial Complaint

  Date:01/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I discovered charges on husband **** for 1 year. He was not aware he was being charged monthly. He only accesses the site within 3 days of the 1st month then charged ***** continuously. I asked the caller for a supervisor which she refused then hung up on me. I am requesting someone with higher authority to return these charges. The ** person named ******* was rude and would not allow me to speak to a supervisor. This company is FRAUD! I need resolution now.

  Business Response

  Date: 01/09/2023

  Hello ********,

  Thank you for contacting ID True.  We look forward to helping you with your concern.  We are unable to locate an account under your name or email address.  If you can provide the account information, we can look up the account, the enrollment dates, and ensure you have been refunded per our terms of our service.

  Thank you

  Customer Answer

  Date: 01/09/2023

  This account is under *********************** I called again today and requested to speak to a supervisor and again was denied. What company will deny a customer the right to speak to a supervisor in order to resolve a concern?

  Business Response

  Date: 04/27/2023

  Hello ********,
  
  Thank you for contacting ID True.  We have looked in our systems and are unable to locate an account with that email address of *********************************.  Could the account be under another email or name?  Otherwis,  if you can provide us with the last date of a transaction and the last 4 of the credit card, we may be able to locate this account and provide some assistance.  We apologize for the inconvenience and want to make this right, but we need to be able to locate the account that is being billed for the services. 
  
  Thank you,
  ID True Support
  
   
   

  Customer Answer

  Date: 04/28/2023

  The email address is ************************