Complaints

This profile includes complaints for Intelius.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Intelius.com

  600 B St San Diego, CA 92101-4501

  
• 

  Intelius.com

  PO Box 643 Carmel, NY 10512-0643

• 

  Intelius.com

  PO Box 808 Bothell, WA 98041-0808

• 

  Intelius.com

  500 108th Ave NE Ste 1660 Bellevue, WA 98004-5599

• 

  Intelius.com

  PO Box 4145 Bellevue, WA 98009-4145

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:11/22/2022

  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 requested a reverse look up completing all required input information as well as completing the financial transaction to initiate services and lastly completing a verification of personal email - but did not receive access to the requested report. I tried to login using my email and established password but was not given access to my account to give notice of termination of any future services. In my opinion, this site is actively engaged in fraudulent actions i.e. electronic theft.

  

  Business Response

  Date: 11/22/2022

  Dear *******************************, 
  
  This response is in regards to the consumer complaint from ***************************, ID ********.
  
  While an inaccurate report is rare, this can occur from time to time. We gather our information from numerous public sources. This information is then uploaded to our database. When you purchase a background report from Intelius, we guarantee that we will search every database available to us. However, because we simply display records as they are provided to us, we cannot guarantee the content of the records that *** show up in a final report.
  
  We have refunded Mr. ******* account back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

• Initial Complaint

  Date:11/21/2022

  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.

  On 11/15/22 I used this service to look up a number and was told that it would cost 99 cents and then that it would cost **** I paid that. That same day I got an email saying that I wouldn't be charged the amounts stated. Then today I get a charge of ***** for some subscription I never agreed too or signed up for. And the money that they said I wouldn't be charged I was charged anyway. This is straight up theft. And they should not be in business anymore.

  

  Business Response

  Date: 11/22/2022

  Dear *******************************, 
  
  This response is in regards to the consumer complaint from *********************************, ID ********.
  
  While an inaccurate report is rare, this can occur from time to time. We gather our information from numerous public sources. This information is then uploaded to our database. When you purchase a background report from Intelius, we guarantee that we will search every database available to us. However, because we simply display records as they are provided to us, we cannot guarantee the content of the records that *** show up in a final report.
  
  We have refunded Mr. *********** account back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

• Initial Complaint

  Date:11/18/2022

  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 went to the website for intelius which was advertised on ****** for free reverse number lookups. I had been receiving harassing messages. After entering the number, the website showed a blurred images of contact information and small thumbnails of blurred social media images. In order to see the blurred images, you have to sign up for a trial membership, which becomes $39.95 monthly after 6 days . I did this. Then it said I have to pay a $3.95 fee to actually see the report. I payed that. Then I finally get to the report and it shows they didn't find anything at all, the blurred out images were fake. The advertisement of free was fake. It's scammy business practices.

  

  Business Response

  Date: 11/20/2022

  Dear *******************************,
  
  This response is in regards to the consumer complaint from *************************, ID ********.
  
  While an inaccurate report is rare, this can occur from time to time. We gather our information from numerous public sources. This information is then uploaded to our database. When you purchase a background report from Intelius, we guarantee that we will search every database available to us. However, because we simply display records as they are provided to us, we cannot guarantee the content of the records that *** show up in a final report.
  
  We have refunded ****************** account back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

• Initial Complaint

  Date:11/18/2022

  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.

  My information is displayed on Instant People Finder, a product of intelius.com. I would like my personal information remove from Instant People Finder as well as any other website that Intelius is affiliated with and I would like to know where Intelius obtained my information.

  

  Business Response

  Date: 11/20/2022

  Dear *******************************,
  
  This response is in regards to the consumer complaint from *******************, ID ********. 
  
  Inteliuss information is gathered from many public sources including local county courthouses, census bureaus, and other sources of public information. We do not create or add to the information we obtain. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. The information obtained from a report is for personal use only.
  
  We have removed the report for *******************. The removal process takes between 24 - 48 hours to be completely removed from our website. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

• Initial Complaint

  Date:11/02/2022

  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.

  Ive unsubscribe from yall three times already for my card still to be charged again $37 and some odd change thats twice now that I got me I keep having to lock my car because I dont wanna except my own subscription I want my money back ya keep playing with me.

  

  Business Response

  Date: 11/04/2022

  Dear *******************************,
  
  This response is in regards to the consumer complaint from *************************************** ********. 
  
  When a user activates their account, they must provide an electronic signature authorizing Intelius to charge their payment method as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.
  
  We have cancelled all memberships and voided the pending charge of $37.05 back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support

• Initial Complaint

  Date:10/07/2022

  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.

  I tried to opt out of this service but the opt-out page does not work. Please remove my information from your search results.

  

  Business Response

  Date: 10/10/2022

  Dear *******************************,
  
  This response is in regards to the consumer complaint from *********************, ID ********. 
  
  Inteliuss information is gathered from many public sources including local county courthouses, census bureaus, and other sources of public information. We do not create or add to the information we obtain. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. The information obtained from a report is for personal use only.
  
  We have removed the report for *********************. The removal process takes between 24 - 48 hours to be completely removed from our website. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

• Initial Complaint

  Date:10/05/2022

  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.

  There have been two transactions within the past several months where Intelius has deducted a 'fee' of $37.31 on my loadable credit card. This card had been 'hacked' twice and new card were issued. The first transaction was in August and the second one is currently pending this month (October 2, 2022). Since these were new account numbers with new security numbers, they were used only for purchases on ************* car insurance, and local big box stores in my area. No one has access to this loadable credit card company. The card never leaves my possession and it is never given out to anyone else to use. If it is not in my wallet, it is on my bedroom dresser. I am the only resident at my address. I did not give this account number to ************************ have contacted my credit card company and they have cancelled my current card. A new card will be reissued to me within seven to ten days.

  

  Business Response

  Date: 10/10/2022

  Dear Destiny,
  
  This response is in regards to the consumer complaint from ***************************, ID ********. 
  
  Under normal circumstances, when a user activates an account with **********************, they must provide an electronic signature authorizing Intelius to charge their payment method, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email upon signup. If a user completes their initial ********************** inquiry but does NOT enter their payment information, they will not be charged and no membership will be created.
  
  In the event of proclaimed fraud, Intelius requests the billed recipient contact us first to ensure the account in question is thoroughly investigated. When this claim can be justifiably substantiated, the account in question is disabled from further use, all memberships to be cancelled, and all charges to be returned to the payment option holder (up to 12 months due to system limitations).
  
  After further review, we have located the account in question and have verified that it was cancelled and disabled on October 8, 2022 due to a fraud alert placed by her bank on ************************ card. I have attempted to refund ************************ payments back to her original payment method, but all refund attempts have been declined with a failure code of: illegal transaction. 
  
  We ask that ******************** contact her financial institution for further information. 
  
  Please do not hesitate to contact our customer service department at ************** with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support

  Customer Answer

  Date: 10/10/2022

  The reason the transaction is being rejected is that the credit card was cancelled and a new one has been reissued. Until the new card is received, I can proceed no further.
  

  

  Business Response

  Date: 10/24/2022

  Dear *******************************,
  
  This response is in regards to the consumer complaint from ***************************, ID ********. 
  
  We have attempted to process a refund on this account; however, this refund continues to be declined with a failure message: Illegal Transaction
  
  **** has made changes to their purchase return authorization process. We are working with **** to ensure that you and your bank have visibility into this declined refund. However, if **** does not authorize the refund we will not be able to process it further.
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support

• Initial Complaint

  Date:09/26/2022

  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 used the service one time and did not join nor buy a subscription. I have called and cancelled anything to do with them. The service I did pay for wasnit even worth the money in the trial offer. Since July 2022 they have tried 36 times to remove money from my bank. The amounts are either ***** to *****. I have blocked them through bank and now simehow they have gotten info to another account. I cant even put money into my account for fear of them taking it. They have NO permission and i am sick to death of tbem trying to steal my money for a service i dont want, dont use and never asked for. This is a horrible company that lies and steals.I just noticed as i was downloading photos they charged ne in Dec 2021 and i never used their service back then? I am positive.

  

  Business Response

  Date: 09/26/2022

  Dear *******************************,
  
  This response is in regards to the consumer complaint from *************************, ID ********. 
  
  When a user activates their account, they must provide an electronic signature authorizing Intelius to charge their payment method as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.
  
  Customers are able to cancel online from within their account, through our Customer Phone Support, or by sending an email to [email protected]. After a thorough investigation, we have determined that no cancellation attempts were made through any of these channels.  
  
  We have located two accounts associated with **************** payment method. 
  
  **************** account, associated with the email address ****************** was cancelled on September 23, 2022 due to a chargeback dispute filed with her financial institution. The last charge on this account took place on July 4, 2022 in the amoutn of $3.99. 
  
  **************** account, associated with the email address ********************* was cancelled on January 27, 2022 due multiple failed billing attempts. The last charge on this account took place on December 11, 2021 in the amount of $3.99. 
  
  Both accounts have been verified as cancelled and no further charges will be placed to either account.
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support

• Initial Complaint

  Date:09/24/2022

  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.

  Intelius uses unethical methods to get users to sign up for a subscription. I was completely unaware that I was entering in to a subscription of $34.95 per month, and I would like a refund of $34.95 that was debited from my account on 8/19/22. I would also like them to stop attempting to charge my card. Which they attempted yesterday in the amount of $34.95.

  

  Business Response

  Date: 09/26/2022

  Dear *******************************,
  
  This response is in regards to the consumer complaint from *************************, ID ********. 
  
  When a user activates their account, they must provide an electronic signature authorizing Intelius to charge their payment method as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.
  
  Customers are able to cancel online from within their account, through our Customer Phone Support, or by sending an email to [email protected]. We have verified that **************** cancelled his account online on September 24, 2022.  
  
  As a courtesy, we have refunded ****************** account ,in full, back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support

• Initial Complaint

  Date:09/22/2022

  Type:Order Issues
  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.

  I made two one time purchases for simple addresses of two individuals. I received their information; and I know one address is completely out of date, so did not get any current information, which is what I paid for. 2. Worse, they then emailed me claiming that "Your Report is Ready to View" and a green link saying "View Your Report Now" Clicking on that link brought me to a page with this: "YOUR REPORT *** HAVE CHANGED SINCE YOU WERE LAST HERE. WE'RE LOCATING THE MOST UP-TO-DATE VERSION FOR YOU." This then flashed over to their automatic SPAM POPUP which had no way out of it, except to exit the page; I was expecting to see an update on my report, but got this: Special Offer AvailableSpecial Offer Welcome Back!Continue to view your report on (deleted name) for 50% off.TAKE ME TO MY SPECIAL OFFER On 9/16/2022 I emailed them telling them to either send me a real report, or stop sending me spam email. I believe I also selected the UNSUBSCRIBE button. On 9/21/2022, I received still another email saying the exact same thing.

  

  Business Response

  Date: 09/26/2022

  Dear ******************************* ,
  
  This response is in regards to the consumer complaint from *************************, ID ********. 
  
  We are sorry to hear that ****************** did not recieve the infromation she was looking for, and we understand that she would like to be removed from our marketing email list. 
  
  Pursuant to Intelius' privacy policy, by submitting an email address via our site, users consent to receive emails from Intelius, our affiliates, and third parties concerning promotional offers unrelated to Intelius. Customers may opt out of receiving these email messages at any time by clicking on the Unsubscribe link at the bottom of each email.
  
  ********************** email address, ****************** , has been unsubscribed from receiving emails from Intelius. 
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 5:00pm Pacific time (9:00am - 8:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support

  Customer Answer

  Date: 09/26/2022

  
  Better Business Bureau:

  A comment in passing;  Intelious falsely assumed that it is ***************************** - It's *****************************, quite an error for a company that supposedly is in the business of gathering correct background information on people. 
  
  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,
  
  *************************