Complaints
This profile includes complaints for Intelius.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 387 total complaints in the last 3 years.
- 157 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/08/2025
Type:Status:ResolvedMore 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.
PeopleConnect, **** and its affiliates (Intelius, InstantCheckmate, TruthFinder, USSearch) are engaging in deceptive and obstructive practices that violate the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA).Details:Despite multiple verified deletion requests, the company refuses to permanently remove my data.Their suppression tool only hides records temporarily and does not meet the legal standard of data deletion.The company provides false or misleading instructions on their website (they instruct users to click on ************************** which does not exist; the actual button reads Suppress Your Background Report).Information about me and my husband is inaccurate, yet they continue to publish and profit from it.Their system deliberately makes it difficult for consumers to locate or delete their data, effectively denying California residents their lawful privacy rights.Names Involved:***** ******* ******* ***** ****** ********* Require accurate and accessible opt-out and deletion processes for all California residents.
Business Response
Date: 10/09/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by ***** *********, Complaint ID *********
Mr. Merendinos right-to-delete request under the California Consumer Privacy Act (CCPA) applies to the ********* ********************** collects and maintains, such as account details, website interactions, and customer support communications. When such a request is submitted, our system verifies whether ********* exists for the provided email. The consumer may be asked to authenticate identity, log in to complete the request, or will receive confirmation if no ********* is found. Deletion also terminates accounts and cancels subscriptions. Certain limited data may be retained for fraud prevention, billing enforcement, legal compliance, or as otherwise required by law.
These rights do not extend to the publicly available information Intelius compiles into background reports. Cal. **** Code 1798.140(v)(2) clarifies that personal information does not include publicly available information, such as records lawfully made available from federal, state, or local government sources, or lawfully obtained information that is a matter of public concern. Intelius is a public records search service that compiles such data from government entities, commercial providers, and other lawful sources.
While we cannot alter individual records, we do offer the option to suppress entire background reports from appearing on our site. Based on this complaint, we located and suppressed the relevant report. This suppression also applies across our affiliated sites, including ***************, ********************, and USSearch.com. Suppression does not remove the underlying information from its original sources or prevent it from appearing elsewhere.
For questions, please contact ************* at **************, MondayFriday, 7:00 a.m.4:00 p.m. PT (10:00 a.m.7:00 p.m. ET).
Sincerely,
Intelius SupportCustomer Answer
Date: 10/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** *********
Initial Complaint
Date:09/25/2025
Type: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 did not sign up for a full subscription (*****/month) but I was charged for 13 months of this service. I only signed up for the phone lookup subscription which was also billed -this is only 4.99/month and that was all that I accepted. I spoke with customer service but all they did was argue with me and offered a small refund for two months. Intelius is in violation of consumer protection and other laws. By law customers have to make a conscious decision to sign up for a service, they cannot take away their consent. I would really appreciate your help in resolving this.Business Response
Date: 09/29/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by ***** ******, Complaint ID ********.
Consistent with applicable laws, all material terms, including billing details and automatic renewal terms, are clearly disclosed before submitting payment information, and each user must check a box separately agreeing to those terms before being charged. Our registration page and Terms of Use outline these details, and customers also receive a confirmation email for all orders.
Our records show that the services registered and actively used on this account were the Unlimited Phone Reports subscription at $4.99/month and the Unlimited Person Reports Membership at $25.11/month. Both services were used multiple times to access reports. Each subscription requires agreement to the Terms of Use and recurring billing when activated.
We can confirm the account has now been fully canceled, and no further charges will occur. As a courtesy, and within our refund policy, we have issued a refund of $60.20 to the original payment method. Please allow 35 business days for the refund to appear.
If Ms. ****** has any further questions, our ************* team is available at ************, Monday through Friday, from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time). (Holiday hours may vary.)
Sincerely,
Intelius SupportInitial Complaint
Date:09/22/2025
Type: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 submitted a verified suppression/opt-out request through Intelius/PeopleConnects ******************* Their system confirmed my profile as Suppressed, yet my personal information (home address and phone number) remains publicly displayed on Intelius.com. I escalated multiple times via email and received no response. This creates an ongoing privacy and security risk. I have also filed complaints with the *** (Report #*********), Arizona Attorney General (Confirmation #LATAT-E4NLQ), and ******************************* and Financial Institutions. I am requesting Intelius/PeopleConnect immediately and permanently remove my information and honor their own suppression process.Business Response
Date: 09/24/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by ******* ****, Complaint ID ********.
The information on Intelius comes from publicly available databases, government entities, and commercial data providers. While we cannot alter the original records at their source, we can suppress entire background reports from appearing on our sites.
We located and validated Mr. ***** report based on the details in his complaint and have fully suppressed it, including the address and phone number referenced in his complaint and email. This suppression applies across all PeopleConnect people search sites: Intelius.com, ***************, ********************, and USSearch.com. Please note, however, that suppression on our sites does not remove data from the original public sources, so it may still appear elsewhere online.
Regarding his statement that we failed to respond, our records confirm that he contacted us once on September 3, 2025. We replied to that request on September 8, 2025, and again on September 23, 2025. If he has not seen those responses, we recommend checking his spam or junk folder as they may have been filtered there.
Should we receive complaints from the ***, Arizona Attorney General, or ******************************* and Financial Institutions, we will review and address them promptly.
For any further assistance, Mr. **** may reach our ************************ at ************, Monday through Friday, 7:00 a.m. 4:00 p.m. PT (10:00 a.m. 7:00 p.m. ET).
Sincerely,
Intelius SupportInitial Complaint
Date:09/19/2025
Type:Status:ResolvedMore 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.
In July, 2025 I signed up for an account with ********************** LLC and was charged in Aug. for their search services. In Aug, I called Intelius LLC and said I wanted to cancel my account. I had forgotten my email and password. The representative then requested my cell phone number, but again claimed she could not find my account. I began to grow concerned. She then told me to call my bank and ask the bank if they would give Intelius certain other information connected with my accounts there. I hung up with her, paid the outstanding balance on my credit card, including Intelius's charges, called **********'s credit card department, expressed my concerns about Intelius, requested and got a new credit card from ****** This month, Sept, I received new charges from Intelius on my new credit card. I called ***** credit card. The representative told me they could do nothing and said I would have to work things out with Intelius. I was stunned and extremely angry and disappointed! I called Intelius and told the representative that I really wanted to cancel my account. He asked first for the last 4 digits of my credit card number, said he still could not find my account. Then he asked for the first six digits of my credit card number -- which I gave him! I was THAT desperate to close my account with **********************. He appeared to search again and said he still could not find my account. He then said he would escalate this issue up to a section that had more powerful tools to search for my account. He said I would hear from them via email in 24 hrs. Today, Sept 2, at 10:41 am, I got an email from "*****" who requested additional information to locate my account. I called and neither ***** credit card nor ******* regular checking account **** recognized the information phrases included in "*******" email. PLEASE, PLEASE help me make Intelius cancel my account with them and destroy my personal information in their data bases. Thank you. Respectfully, ****** *********.Business Response
Date: 09/22/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by ****** *********, Complaint ID ********.
Consistent with applicable laws, all material terms, including billing details and automatic renewal terms, are clearly disclosed before submitting payment information, and each user must separately agree to those terms before being charged. Customers are also sent a confirmation email for any orders placed.
After reviewing your case, we confirmed that the account in question was registered under the email address ************************ and billed on a **** card ending in 0194. Since the initial card information was not provided to us and you later changed to a new card, our agents were unable to locate the account at the time of your calls, which understandably caused additional concern. We sincerely apologize for the frustration and delay you experienced while trying to resolve this matter.
The charges associated with this payment method have since been disputed, resulting in a chargeback. When a chargeback occurs, the account is automatically canceled and deactivated, ensuring no further billing will take place. Due to the dispute, access to the account is no longer available.
We regret that the resolution took longer than it should have. Should you have any further questions, please contact our ************* team at ************. Our hours are Monday through Friday, 7:00 a.m. 4:00 p.m. PT (10:00 a.m. 7:00 p.m. ET).
Sincerely,
Intelius SupportCustomer Answer
Date: 09/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
****** *********
Initial Complaint
Date:09/17/2025
Type: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.
There is a website that contains my information. I have gone through the arduous process of confirming my identity and asking for my information to be suppressed. They haven't suppressed it from this website. ********************************************************************************** have e-mailed their support several times, and they have responded several times that they would suppress the information. They just e-mail back a copy and pasted text stating that they would suppress it, but then they don't suppress it.Business Response
Date: 09/18/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by *** **********, Complaint ID ********.
The information Intelius provides in reports is drawn from publicly available sources such as government records, public databases, and commercial data providers. While we cannot remove individual records from these sources, we can remove an entire background report from our site.
We were able to locate and validate Mr. *********** request. We have suppressed the report pursuant to his request and in accordance with our Terms. This suppression has been applied across all PeopleConnect-owned people search sites, including Intelius.com, ***************, ********************, and USSearch.com. We have also confirmed that the link identified in the complaint is no longer live.
Please note that our suppression efforts do not impact whether information remains available on third-party sites or other public sources outside of our network. Additionally, certain information may still appear in contexts such as registered *** offender databases, as possible relatives or associates in other individuals reports, or within phone/email search results.
For any further questions, please contact our customer care department at ************. We are available Monday through Friday, 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 **********************************************start="1549" data-end="1552"> Intelius SupportInitial Complaint
Date:09/16/2025
Type:Status:ResolvedMore 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.
Intelius has posted multiple pieces of my ******** to the internet without my permission and after making multiple requests, they have not taken the profile down that feeds information of mine into mulitple sites.******************************************************************************************* data posted without authorization:phone number occupation / company prior addressesBusiness Response
Date: 09/17/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by **** *****, Complaint ID ********.
The information Intelius provides in reports is compiled from publicly available sources such as public databases, government entities, and commercial data providers. While we cannot remove specific data fields from a report, we do offer the option to remove the entire background report from our site.
On September 16, 2025, we suppressed Mr. ****** background report across Intelius and all related PeopleConnect people search websites (including ***************, ********************, and USSearch.com). A confirmation email was sent the same day advising him to clear his cache and cookies and to check back within 24 hours to see the suppression reflected.
Please note that our suppression only applies to reports hosted on our sites. The information may still appear on third-party websites or from the original public sources. Additionally, certain information may still appear in connection with other features such as possible relatives, associates, or government records.
If Mr. ***** has further questions, he may contact our customer care team at ************. Our team is available Monday through Friday, from 7:00 a.m. to 4:00 p.m. PT (10:00 a.m. to 7:00 p.m. ET).
Sincerely,
Intelius SupportCustomer Answer
Date: 09/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** ******
Initial Complaint
Date:09/14/2025
Type:Status:ResolvedMore 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.
Signed up for an Intelius Account to perform background checks. Intelius froze my account, wont tell me why, and refuses to unfreeze it. Phone support agents have no clue what they are doing. Account email: *****************************************, Member ID: *********Business Response
Date: 09/15/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by ******* *****, Complaint ID ********.
From time to time, we encounter suspicious or unusual use of our services that could put both consumers and Intelius at risk. In such cases, our system may automatically place a temporary lock on an account as a precautionary measure. These safeguards are in place to help protect our customers and their information.
We reviewed Mr. ****** account history and confirmed that his last contact with our ************* team was in May 2025, when he ended the call before the matter could be fully resolved. Since then, we have not received additional outreach from him regarding this issue.
To address his concern, we have removed the lock on his account. He may now log in and, if he wishes, activate the account by purchasing a service to resume normal use. If he experiences further difficulties, we encourage him to contact our ************* team at ************ for assistance. Our representatives are available Monday through Friday, 7:00 a.m. 4:00 p.m. PT (10:00 a.m. 7:00 p.m. ET). Holiday hours may vary.
Sincerely,
Intelius SupportCustomer Answer
Date: 09/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* *****
Initial Complaint
Date:09/11/2025
Type: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.
Their PeopleConnect website provides an opt-out data removal option that never works. Such practices defeats the point in having the tool and is obviously illegal and deceptive business practice. I have tried several times to have my data removed and each time it says "Something went wrong, please try again".Business Response
Date: 09/15/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by *** *****, Complaint ID ********.
Intelius is a public records search engine that displays publicly available information compiled from government entities, commercial data providers, and other public sources. While we cannot alter the original public records, we do provide the option to remove an entire background report from appearing on our site and affiliated people-search sites.
We have reviewed our system and have not received any prior communication from Mr. ***** by email, phone, or chat regarding this matter. In addition, we do not see any record of him attempting to use the Suppression Tool with the email address provided in the complaint. To suppress a background report, consumers may access our Suppression Tool at ***********************************************, then select ************************* and Manage My Suppression Rules. For security, the tool requires validation of identifying information to ensure the request is made by the subject of the record.
If Mr. ***** is receiving the error message Something went wrong, please try again, we recommend confirming that any VPN is disabled, as VPNs can sometimes interfere with successful completion of suppression requests.
Once validated and completed, the request will apply to Intelius.com and all PeopleConnect affiliated people-search sites, including ***************, ********************, and USSearch.com.
Please do not hesitate to contact our ************* team at ************ for assistance. Our agents are available Monday through Friday, 7:00 a.m. 4:00 p.m. PT (10:00 a.m. 7:00 p.m. ET). Holiday hours may vary.
Sincerely,
Intelius SupportInitial Complaint
Date:09/10/2025
Type: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.
Last year my ***** phone was hacked. I went through many different issues and problems as you can imagine. One of my precautions to keep it from happening again was identity protection. In the last couple of days I was informed the my info was on 44 different sites ran by Intelius, including phone number, address, former address, family members, web history, employment among others. My service suggested that I contact them to have it removed. When I contacted them I was informed that I would have to pay in order for them to remove it. So they collect my info and sell it and I have to pay them in order to have it removed.Business Response
Date: 09/11/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by ******* ****** *** Complaint ID ********.
Intelius is a public records search engine that displays information compiled from publicly available sources, such as government entities and commercial data providers. We do not create these records ourselves, but we make them searchable in a single location.
We want to clarify an important point: there is no charge to suppress your information from appearing on Intelius.com or any affiliated people search sites. If Mr. ****** wishes to suppress his background report, he may use our free Suppression Tool, located at ***********************************************, and select ************************** Once he verifies his identity, his background report will be suppressed across all PeopleConnect people search sites, including Intelius.com, ***************, ********************, and USSearch.com. If suppression is completed beforehand, the report will no longer be available for purchase or viewing.
The only circumstance where a fee would apply is if an individual chooses to purchase a copy of their own background report for review. This purchase is entirely optional and separate from the free suppression process.
We hope this clears up the misunderstanding. Please do not hesitate to contact our customer care department at ************ for assistance. Our team is available Monday through Friday, 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time), excluding holidays.
Sincerely,
Intelius SupportInitial Complaint
Date:09/08/2025
Type: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.
Complaint Details: Intelius resumed charging me for eight months (after stopping charges for 3 months), after confirming my subscription cancellation. I am requesting a refund for these charges in the amount of $206.09 On September *******, I cancelled my Intelius subscription. I received an email from Intelius confirming that my subscription had been canceled and that I would no longer be charged. After I cancelled, Intelius stopped charges on my credit card from October 2024 through January 2025. Intelius then RESUMED charges without my approval or any changes made to my account in February 2025. I believe that the fact that they stopped charges when I cancelled, and then resumed them again several months later is a fraudulent and deceptive business practice. Despite my written confirmation of cancellation, my account was billed a total of $206.09 from February 2025 through September 5, 2025 When I contacted Intelius, I was told they had only closed part of subscription, not my entire account, and therefore refused to refund the additional charges. I have voice notes recorded on my phone. This is misleading and fails to honor the written cancellation confirmation I received. I am requesting a full refund for the charges from February through September 2025 and written confirmation that all subscriptions under my name are canceled to prevent future billing. I have attached a copy of my *** report to this complaint.Business Response
Date: 09/09/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by ******** ******* Complaint ID ********.
Consistent with applicable laws, all material terms, including billing details and automatic renewal terms, are clearly disclosed before submitting payment information, and each user is required to check a box separately agreeing to those terms before being charged. Our registration page and Terms of Use clearly outline these billing details, and customers also receive confirmation emails for all orders placed on the site.
Our records confirm that the Unlimited Person and Phone Reports Membership and Unlimited Email Reports were both cancelled online on September 23, 2024. The account was later reactivated by Ms. ****** on January 31, 2025, with the Unlimited Person Reports Membership at a 50% discount for the first month ($13.38). We did not receive a cancellation request from Ms. ******* and she did not cancel the reactivated membership, which resulted in seven monthly charges of $26.77 each, totaling $187.39. On September 8, 2025, Ms. ****** contacted us, at which time the subscription was cancelled and she was refunded $53.54. We have since issued an additional refund of $147.23, covering all charges from January 31, 2025, to September 1, 2025. The total refund is $200.77, and we ask that she allow ******************************************** her account.
Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you Monday through Friday, from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time). Holiday hours may vary.
Sincerely,
Intelius Support
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