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:12/04/2025

  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.

  Unmask is using my personal information online without consent. I've submitted several requests to remove this to which they ignore or lie and say they don't have record of my information. I've sent the url multiple times to no avail.

  Business Response

  Date: 12/04/2025

  Hello ***** *******,

  This response is in reference to BBB Case #********.

  We understand the importance of protecting your privacy, and we apologize for the inconvenience you experienced when trying to use our self-removal option.

  We are pleased to advise you that the record listed for ***** ******* has been successfully removed from our database.

  Record removal can take up to 48 hours. We ask that you please allow that timeframe to pass before searching for your profile again. If you are still able to see traces of your information on our website, we recommend clearing your cache and cookies and/or browser history. 

  We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

  Regards,
  UnMask Customer Support

  Customer Answer

  Date: 12/04/2025

   
  Complaint: 24226613
  
  I am rejecting this response because: they didn't remove my information they just blocked me from viewing it. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/25/2025

  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.

  My personal details are being shared online for sale. I contacted the company and tried using their opt-out page, but it did not work. The company has failed to respond to my request to remove my details from their site. I would like my personal information removed from the site. Below is a link. *********************************************************************************************

  Business Response

  Date: 11/26/2025

  Hello **** ********,

  This response is in reference to BBB Case #********.

  We understand the importance of protecting your privacy, and we apologize for the inconvenience you experienced when trying to use our self-removal option.

  We were able to locate your opt-out request that was sent on November 23rd. We are currently experiencing higher-than-normal volume and are working efficiently to address all requests promptly. We apologize for the delay.

  We are pleased to advise you that the record listed for **** ******** has been successfully removed from our database.

  Record removal can take up to 48 hours. We ask that you please allow that timeframe to pass before searching for your profile again. If you are still able to see traces of your information on our website, we recommend clearing your cache and cookies and/or browser history. 

  We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

  Regards,
  UnMask Customer Support

• Initial Complaint

  Date:11/21/2025

  Type:Sales and Advertising 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.

  Unmask.com lists my personal and private information on their website without my authorization. After attempting to remove my information from their website through their instructions with no success, I am filing a complaint here. I am requesting assistance in removing my personal information located here:******************************************************************************************

  Business Response

  Date: 11/24/2025

  Hello ***** ****,

  This response is in reference to BBB Case #********.

  We understand the importance of protecting your privacy, and we apologize for the inconvenience you experienced when trying to use our self-removal option.

  We are pleased to advise you that the record listed for ***** **** has been successfully removed from our database.

  Record removal can take up to 48 hours. We ask that you please allow that timeframe to pass before searching for your profile again. If you are still able to see traces of your information on our website, we recommend clearing your cache, cookies, and browser history. 

  We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

  Regards,
  UnMask Customer Support

  Customer Answer

  Date: 11/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/21/2025

  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.

  Unmask displays my age, birthdate, and numerous past addresses - yet when I attempted to exert my right to removal (had to submit an email address to do so, feels illegal) but using my same information the site says no record of that person is found for deletion!

  Business Response

  Date: 11/21/2025

  Hello **** *****,

  This response is in reference to BBB Case #********.

  We understand the importance of protecting your privacy, and we apologize for the inconvenience you experienced when trying to use our self-removal option.

  Currently, we offer two different methods for people to have their information removed from our site. Both methods require a valid email address for verification purposes, as well as record-keeping, whether you use our self-service opt-out form available on our site or reach out to our email-only customer support team.

  We are pleased to advise you that the record listed for **** ***** has been successfully removed from our database.

  Record removal can take up to 48 hours so we ask that you please allow that timeframe to pass before searching for your profile again. If you are still able to see traces of your information on our website, we recommend clearing your cache and cookies and/or browser history. 

  We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

  Regards,
  UnMask Customer Support

• Initial Complaint

  Date:11/19/2025

  Type:Sales and Advertising 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.

  UnMask is displaying my personal information and trying to sell it. I have tried using their "opt-out" link, but it doesn't work, and I have tried contacting them via email, but they don't answer. I would like my information removed from their website. Their link to my information is as follows:*************************************************************************************************

  Business Response

  Date: 11/20/2025

  Hello ****** ********,

  This response is in reference to BBB Case #********.

  We understand the importance of protecting your privacy, and we apologize for the inconvenience you experienced when trying to use our self-removal option.

  We would like to advise that we are currently experiencing higher-than-normal volume and are working hard to respond to each inquiry promptly.

  We located the email inquiry you sent us and noticed it was sent on 11/18/2025.

  We are pleased to advise you that the record listed for ****** ******** has been successfully removed from our database.

  Record removal can take up to 48 hours, so we ask that you please allow that timeframe to pass before searching for your profile again. If you are still able to see traces of your information on our website, we recommend clearing your cache and cookies and/or browser history. 

  We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

  Regards,
  UnMask Customer Support

  Customer Answer

  Date: 11/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/16/2025

  Type:Sales and Advertising 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 have been attempting to contact this company to remove my personal information and they do not respond or remove my information via their opt out.

  Business Response

  Date: 11/17/2025

  Hello **** *****,

  This response is in reference to BBB Case #********.

  We want to apologize for the difficulties that you encountered when submitting a request to have your information removed from our website.

  We understand your concern regarding the appearance of your personal information on public listings, and we take your concern very seriously.

  Were pleased to inform you that the record associated with **** ***** has been successfully removed from our database.

  Please note that record removal may take up to 48 hours to be fully processed. We recommend waiting for this period before searching for your profile again. If you still see any traces of your information on our website, try clearing your browser cache, cookies, and history, as these may display outdated information.

  We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

  Regards,
  UnMask Customer Support

  Customer Answer

  Date: 11/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will only reliable submit if my information still shows up after a couple days.  Thank you for your assistance.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/15/2025

  Type:Sales and Advertising 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 have never used their services or subscribed to unmask.com. In violation of my privacy rights under federal and state law, unmask.com has fully published, without redaction, my physical address online with phone numbers and other personal details. Unmask.com has been cited by several major online search engines as the single primary source for my detailed personal information to be published openly, in full, online, for public view. I have submitted several notices to unmask.com and have followed their online instructions to have my personal information removed from their web sites and to refrain from sharing, selling, or leasing my information to others. Unmask.com has not responded to any of my requests. I have written to Unmask.com and clearly explained that I am the victim of identity theft, harassment, bullying, and stalking and that I, Myself, and my family are in danger. Unmask.com has not responded. Here is the link to my personal information on unmask.com: **************************************************

  Business Response

  Date: 11/17/2025

  Hello ******* *******,

  This response is in reference to BBB Case #********.

  We want to apologize for the difficulties that you encountered when submitting a request to have your information removed from our website.

  We are currently experiencing higher-than-normal volumes and are working to handle all inquiries in a timely and efficient manner.

  We understand your concern about the appearance of your personal information on public listings, and we take it very seriously.

  Were pleased to inform you that the record associated with ******* ******* has been successfully removed from our database.

  Please note that record removal may take up to 48 hours to be fully processed. We recommend waiting for this period before searching for your profile again. If you still see any traces of your information on our website, try clearing your browser cache, cookies, and history, as these may display outdated information.

  We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

  Regards,
  UnMask Customer Support

  Customer Answer

  Date: 11/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/13/2025

  Type:Sales and Advertising 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.

  UnMask is displaying for sale, my personal information on their website, including my physical address and birthdate. When requesting removal of this information, they tell me that they have no such listing, despite my giving them the web address and a screenshot showing it. I request that they delete my information from their site and stop trying to sell it. Their web address with my information is ***********************************************************************************************

  Business Response

  Date: 11/14/2025

  Hello ****** ********,

  This response is in reference to BBB Case #********.

  We understand your concern regarding the display of your personal information on public listings.

  We would like to apologize for the difficulties that you encountered when attempting to remove your information from our website.

  Were pleased to inform you that the record associated with ****** ******** has been successfully removed from our database.

  Please note that record removal may take up to 48 hours to be fully processed. We recommend waiting for this period before searching for your profile again. If you still see any traces of your information on our website, try clearing your browser cache, cookies, and history, as these may display outdated information.

  We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

  Regards,
  UnMask Customer Support

  Customer Answer

  Date: 11/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/13/2025

  Type:Customer Service 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 have tried to use their opt out tool to have my data removed. I have also sent two unanswered emails requesting my information be removed. The first one was Nov 3, 2025.********************************************************************************************** is the profile. I want this removed as is my legal right or I will be forced to escalate.

  Business Response

  Date: 11/14/2025

  Hello ***** ****,

  This response is in reference to BBB Case #********.

  We understand your concern regarding the appearance of your personal information on public listings and we take your concern very seriously.

  We want to apologize for the difficulties that you encountered when submitting a request to have your information removed from our website.

  Were pleased to inform you that the record associated with ***** **** has been successfully removed from our database.

  Please note that record removal may take up to 48 hours to be fully processed. We recommend waiting for this period before searching for your profile again. If you still see any traces of your information on our website, try clearing your browser cache, cookies, and history, as these may display outdated information.

  We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

  Regards,
  UnMask Customer Support

  Customer Answer

  Date: 11/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  My profile is no longer posted. 
  

• Initial Complaint

  Date:11/11/2025

  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 am filing a complaint regarding UnMask.com (******************************) and their failure to remove or address my personal information that is being displayed on their website.On November 12, 2025I submitted a formal request through their opt-out process to have my personal information removed. The website responded stating that they were unable to locate my information. However, my personal information is still publicly listed on their site, including:Full name Address Possible relatives Contact-related details I have screenshots that clearly show my information displayed on UnMask.com, as well as proof of the removal request I submitted. I am concerned that the company is refusing to honor removal requests while continuing to publicly share and publish personally identifying information, which poses a privacy and safety risk.I am requesting BBBs assistance in having my personal information permanently removed from UnMask.com and for the company to be reviewed regarding their handling of consumer data and misleading opt-out process.Attachments:Screenshots of my information appearing on UnMask.com Screenshot/proof of attempted removal request Any correspondence received from the site (if applicable)I am requesting that UnMask.com permanently remove all of my personal information from their website and from any associated databases or listings they maintain or distribute.I also request written confirmation that my data has been removed and that it will not be reposted in the future.I am not seeking financial compensation. I am only requesting the complete and permanent removal of my personal information and written confirmation of this action.Thank you for your attention and assistance in this matter.

  Business Response

  Date: 11/12/2025

  Hello ******** ******,

  This response is in reference to BBB Case #********.

  We understand your concern regarding the appearance of your personal information on public listings. Please note that UnMask.com

  We would like to apologize for the difficulties that you encountered when attempting to remove your information from our website.

  Were pleased to inform you that the record associated with ******** ****** ******* and ****** variations) has been successfully removed from our database.

  Please note that record removal may take up to 48 hours to be fully processed. We recommend waiting for this period before searching for your profile again. If you still see any traces of your information on our website, try clearing your browser cache, cookies, and history, as these may display outdated information.

  We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

  Regards,
  UnMask Customer Support