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:07/15/2025

  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 hear about Incogni through ******* ads. I get a lot of spam calls and text and tons of spam emails. They offered to remove me from data broker lists. I paid for 1yr of this protection. Two months in, I had noticed no difference in the amount of spam I receive, so I reached out to cancel my plan. They told me since Id been using the product for over a month, no refund could be given. However, it takes at least a month for one to figure out if the product is actually helping. Upon finding out that I was unsatisfied, I should have been issued a partial refund. This feels like a scam because the product didnt work, and they did not give me enough time to trial the product and make an assessment. **************** was abrupt, and it seemed like this type of refusal is part of the business model to extract maximum money from the consumer.

  Business Response

  Date: 07/16/2025

  Hello,
  
  Thank you for raising your concerns with us. However, we would like to clarify that Incogni is a subscription-based service, and it takes time for our tool to start working at full capacity. The data brokers are obligated to remove your data listings within ***** days. We also make sure that your personal information will not reappear in their databases by sending them recurring removal requests. You can see the results of our efforts on your dashboardthe list of data brokers with the statuses of your removal requests.
  
  Also, as we state in our privacy policy: "We guarantee You a right to claim a refund within 30 days following your purchase of the Incogni Service. (...) As a rule, You have no right to claim a refund after the period of 30 days from the purchase has passed." However, we understand that our tool might not have matched your expectations. Therefore, as an exception, we would like to refund you the amount requested. Please, contact ********************************** with a screenshot of this response, and I will make sure you get your money back as soon as possible.
  
  Please reach out to us again if you ever consider using our service again.
  
  Best regards,
  Incogni Team
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Order 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.

  Almost 6 months ago I paid in advance for their top subscription. Two days ago I signed up for their "free data scan" that they use to encourage people to sign up for their services, expecting to find very little exposure. In the results email they sent me, they listed 61 data sites my information is still on and noted that my data exposure is HIGH. When I emailed them about this (because you cannot call and speak to an actual person) their responses have been useless. No accountability, no promise of fixing the situation. Nothing except some general info about what they do and how they do it. Which obviously is NOT working. WASTE OF MONEY.

  Business Response

  Date: 05/28/2025

  Hello,
  
  Thank you for contacting us and sharing your concerns. Since there are no contact details with this complaint, it is difficult to examine your dashboard and scan results closely. However, please be mindful that the scan search results and the actual data listings on your dashboard might differ.

  In case of our registered users, we require more detailed personal details than for the free scan: full name (first, middle, last), email address, physical address (including street, house/apartment number, postal code, and state), date of birth, and phone number. Users must also sign an Authorization Form, which allows us to act on their behalf when contacting data brokers to request data deletion. The required data mentioned is the minimum information required for data brokers to accurately identify an individual in their systems and proceed with the removal of any data associated with them. It is possible that with more detailed information provided, more accurate profile matches are found.
  

  Since our scan only requires a limited set of data points: first name, last name, city, and state, it is possible that the scanner will return more potential profile matches.

  If youd like to investigate your case further and receive a more in-depth analysis of your data removal listings, please contact us at ************************************************************
  

  Best regards,
  Incogni Team

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23375780
  
  I am rejecting this response because:
  Their response unfortunately is meaningless and not an accurate reflection of the situation.  I have attempted to resolve this issue via many emails with Incogni to no avail.  Therefore, I've sadly come to the conclusion that it will not be resolved.  They simply do not care about their clients and have a complete lack of actual client customer service. I should have realized this when I discovered clients have NO opportunity to speak to them by phone. ************ learned.  They won, I don't have the energy to continue beating my head against the wall.  This concludes the situation for me. I have absolutely no desire for another meaningless response from them. Thank you.

  Sincerely,
  
  ** *******

  Business Response

  Date: 06/04/2025

  Hello again,

  We understand your frustration. However, the response we provided is an honest explanation of your case. We would be grateful for a suggestion for a solution to this situation.
  
  Best regards,
  Incogni Team

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23375780
  
  I am rejecting this response because:
  Their BBB responses are the OPPOSITE of "honest" and are completely disingenuous, including their "We would be grateful for a suggestion for a solution to this situation." response.   I have made NUMEROUS attempts at a solution in the MANY useless emails I have sent regarding the issues and they REFUSE to do anything to resolve it.  I AM DONE HERE.  DO NOT RESPOND.

  Sincerely,
  
  ** *******

• Initial Complaint

  Date:04/04/2025

  Type:Customer Service 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.

  Dear Incogni,I have been unsuccessful in my attempts to contact you. You have no customer service phone numbers. The Chat is pitiful and you don't answer your portal messages.I am very frustrated because there is no way to get a rational answer to my issues from Incogni. My name is ***** *****. I subscribed to Incogni at $71.90 for an annual membership. That day after I subscribed, I realized that my wife needed this service also. I went on Incogni's website and conversed with the Incogni representative through Chat. (By the way, Incogni has no availability through a customer service phone number. You can only communicate with Incogni through Chat!) So I asked what was the most inexpensive way to sign my wife up for the service. I was told that I should change my subscription to a Friend's and Family subscription. I inquired about just signing my wife up to her own account. I was told that would be more expensive then subscribing to Friend's and Family. So, with the Bot person I was talking with walked me through how to change my account to a Friends and Family. The Chat person also straightened out my unsuccessful attempts to sign up numerous time on my own.Earlier this month I received a charge from Incogni for $27.43. I didn't know what it was for so I contacted Incogni through Chat. I was told that the fee was for Friends and Family. Also, that I would receive a bill next month for $31.00 and I would continue to receive monthly bills for approximately $30.00 each month. I explained that it doesn't make sense to pay over $300.00 a year for friends and Family when I could have signed my wife up for $71.90 for the entire year. I was told that the Friends and Family subscription was the most economical and now the Bot is telling me that the Friend's and Family subscription was 2.5 times higher that my original subscription.I hope my attachment came through. If not, let me know.

  Business Response

  Date: 05/13/2025

  Hello *****,

  Thank you for contacting us. First, I wanted to clarify that our customer service is available 24/7 via chat, and you can always write to us an email at *********************************** In both cases, someone, an actual person, not a bot, would get back to you with a solution.

  In your case, an agent suggested a good solution, since the Family and Friends plan is usually at the same price as two individual plans, so you definitely wouldnt pay more than that. The Family and Friends plan also enables you to manage your and your wife's accounts on one panel, so thats another benefit. 

  I checked your subscriptions, and I see that all of them have already been refunded. As we suggested switching to a different plan after a refund of your initial plan, we need your confirmation to proceed with a purchase. If youre still interested, please reach out to us at *********************************** Thank you again for contacting us, and we look forward to providing you with great service again.
  
  Best regards,
  Incogni Team
  

  
  

• Initial Complaint

  Date:03/10/2025

  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 paid for the Incognito January 19, 2025 and now my information including my address, current employer, email addresses and phone numbers etc is publicly available with simple ****** search. Complete opposite to what I paid for now I have to reach out to white pages, ******* and wizo to get my information removed meanwhile Incogni leaked my information and was supposed to remove my information. I have never had my information laid out like this for others to see and I'm so upset with trusting this company. Luckily I ended up canceling when I did because who knows where else my information could be posted. Now I have to figure out where my all my information was sent via the incognito website. How is this a service to help someone?

  Business Response

  Date: 05/07/2025

  Hello *********,
  
  Thank you for reaching out to us here with your concerns. We want to assure you that we treat your case very seriously.

  Also, we want to underline that our objective is to assist users in exercising their right to have data brokers delete their personal information from their databases. All the personal information provided to initiate data removal requests is secure and used to check if your personal information appears in data brokers databases. The data is protected by law and cannot be used for any purpose other than processing a data removal request.

  If you spotted your personal information online that you havent seen there before, it might be that your data has already been shared with an authorized entity, or you were a victim of a data breach. If you suspect your data has been breached or sold to an unauthorized party: 
  1. Change the passwords to your accounts immediately 
  2. Enable two-factor authentication where possible 
  3. Contact your bank if your credit card information was leaked 
  4. Scan your devices for malware 
  5. Watch for scams if your email, phone number, or other contact information is leaked. 

  In case you have additional questions, please write to us at ************************************************************

  Best regards,
  Incogni Team