Complaints
This profile includes complaints for Infotracer.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 139 total complaints in the last 3 years.
- 74 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:11/05/2024
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 have never used this company in any sort of fashion. I learned about 11 months ago that they were selling my information and I requested they stop. They have told me they will only stop if I provide them with PII (such as my birthdate and full name) over unsecured methods (email or phone). I am not dumb enough to fall for such a scam, so I'm hoping the BBB can step in and force them to stop illegally selling my information. I have asked them to provide proof that I ever gave them the information that they're selling and they have refused. I've asked them to tell me who they got my information from and they have refused. From what I can tell from searching online, they are known for stealing people's data and selling it to the highest bidder. I've attached my most recent conversations with Infopay after I got another company (Icogni) to act as my agent in dealing with scammers like Infopay.
Business Response
Date: 11/11/2024
To Whom It May Concern;
We are in receipt of the BBB Complaint filed by ***** R. ******** regarding his request to remove his information from our platform. To provide additional context, InfoPay, **** (d/b/a InfoTracer.com) first received a request from Mr. ******** on November 14, 2023 to remove his information from our platform. We complied with this first request on December 21, 2023. Less than one year later, on October 10, 2024, Mr. ******** made a second, duplicative request through a third-party, Incogni, to remove his information from our platform. Due to a technical limitation that we identified, we did not immediately become aware that this was a duplicative request and Incogni did not inform us that it was a duplicative request.
In his second request, Mr. ******** included a new email address that included a new name which appeared to be for a second individual who was not making their own request. The new email was ***********************************. Because the request was only made on behalf of ***** R. ********, and this email appeared to be associated with another individual, InfoPay asked for Mr. ******** to verify his request by providing additional information. Mr. ******** refused to provide the additional information and to date, we have not received the information needed to verify his request.
After we received his BBB Complaint, InfoPay became aware that it had previously complied with a request from ***** R. ******** in 2023. As such, InfoPay does not currently maintain any information related to this individual.
InfoPay takes its regulatory compliance, including its privacy compliance, seriously and is committed to continually maturing its practices to meet evolving legal requirements. Please let us know if we can provide any additional information or if you have any questions.Sincerely,
The Infotracer.com's Support Team
Customer Answer
Date: 11/11/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This is the first time Infopay has said anything about the inclusion of my wife's email. That is because she was receiving emails from them with my name attached. Which is what the third party company identified. Since they have my name attached to that email, it should be no issue for them to remove it.
However, if they are claiming that they also have my wife's data. I would ask that they provide proof that she gave them permission to sell her data and to explain how they acquired her data. They still have refused to comply with my request on how they obtained my data. I know there are a lot of shady businesses that operate in such a manner, but I was hoping that based on their BBB and ****** reviews that they might actually be on the up and up.
Also, since it wasn't clear in their reply, were they asking for my wife's DOB in being tied to my email? Or her DOB being tied to her email and my name? Her name was never included, just her email. So now, I'm even more concerned about how much data Infopay may have illegally obtained on my family. I think we need a third party to review their records because I am now concerned that they might have my underage children in their databases as well.
And once again, I am not understanding why I have to prove anything to the company when they have yet to explain where they obtained this data from. I had never heard of Infopay before I found them on a list of companies selling my data. My wife, children, and I have rights concerning who is allowed to buy and sell our data.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 11/21/2024
To Whom It May Concern;
We are in receipt of ***** R. ********* response on 11/18/2024 to InfoPay, **** (d/b/a Infotracer.com) response to his BBB Complaint. Our original response, provided on 11/11/2024, outlines InfoPays response to the requests received from Incogni on behalf of Mr. ********* However, to provide additional context in response to Mr. ********* comments, InfoPay wants to clarify that any communications with Mr. ********* wife were as a result of his third-party representative, Incognis inclusion of Mr. ********* wifes email in his request. InfoPay has not communicated with Mr. ********* wife outside of the context of the request received from Incogni.
Additionally, as provided in the Infotracer.com privacy policy, available at *********************************, InfoPay obtains information from publicly available sources and records.Please let us know if we can provide any additional information or if you have any questions.
Sincerely,
The Infotracer.com's Support Team
Initial Complaint
Date:10/22/2024
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.
Attempting to remove my information from InfoTracer, the **** says "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience.". Tried many times. Seems like some sort of scam to have you give upBusiness Response
Date: 10/23/2024
Dear *******,
We sincerely value your privacy and apologize for the issue with the confirmation link; nevertheless, please be aware that we have implemented this confirmation step for security reasons to secure your information. Our Technical Support Team investigated this issue and found no errors in submitting a request. To avoid this error, we recommend waiting at least 30 seconds before confirming your action.
However, since you provided your details during your BBB complaint, we have taken the necessary steps to remove any reports related to you or containing your personal information from our database.
Thank you for bringing this to our attention, and we appreciate your understanding.Sincerely,
The Infotracer.com's Support Team
Customer Answer
Date: 10/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ******Initial Complaint
Date:10/21/2024
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.
I have submitted data removal requests across several different InfoTracer-owned websites, and despite getting success messages stating "We have already received your data removal request, we will process it soon and keep you updated."... the data remains and I have heard nothing. I also sent emails to the email listed in the confirmation and got no reply.Remove my records/opt me out of ALL Infotracer websites as per my several, confirmed, requests.Business Response
Date: 10/23/2024
Dear *******,
We value your privacy and apologize for any inconvenience you may have experienced. We take such matters very seriously, and I assure you that your concerns have been addressed.
As per your request, InfoTracer has removed your information within our services in accordance with our regulatory requirements. We have directed the service providers we had shared it with to do the same.
Thank you for bringing this to our attention. Should you have any further concerns, please do not hesitate to reach out.Sincerely,
The Infotracer.com's Support Team
Customer Answer
Date: 10/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ****Initial Complaint
Date:10/10/2024
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.
My information was part of a SSN breech, and then I was alerted that serval sites such as Info Tracer had made my information public. When I attempted to remove my information, I had to give my email address to confirm the request for deletion. Much like other complaints, I received the following message, "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience." I waited up to several minutes after receiving the email, and had tried several times. This is done on purpose to prevent users from easily removing their data.Business Response
Date: 10/16/2024
Dear *******,
We sincerely apologize for the inconvenience this has caused you. Please be aware that we have implemented these steps for security reasons, to secure your information and not cause inconvenience to our customers.
Additionally, we have your information removed from our services.
Thank you for bringing this to our attention, and we appreciate your understanding.Sincerely,
The Infotracer.com's Support Team
Customer Answer
Date: 10/21/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Thank you very much!
******* ******Initial Complaint
Date:10/06/2024
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.
As many others have noted, there is a problem with applying online to InfoTracer.com to have data removed. There seems to be no way to avoid continual responses saying, "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience.Business Response
Date: 10/09/2024
Dear Rajul,
We sincerely value your privacy and apologize for the issue with the confirmation link; nevertheless, please be aware that we have implemented this confirmation step for security reasons to secure your information. Our Technical Support Team investigated this issue and found no errors in submitting a request. To avoid this error, we recommend waiting at least 30 seconds before confirming your action.
However, since you provided additional details during your BBB complaint, we have taken the necessary steps to remove any reports related to you or containing your personal information from our database.
Thank you for bringing this to our attention, and we appreciate your understanding.Sincerely,
The Infotracer.com's Support Team
Initial Complaint
Date:10/03/2024
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.
It's a big scam, they claim to have the information requested but once you pay for the report.. they just say that information is not available...Business Response
Date: 10/03/2024
To Whom It May Concern;
Please know that the Preliminary Search accesses people’s databases to verify that the person exists in the United States, and is just a preview of the possible results available once you've subscribed to our services.
I have also searched on my end to see if I could help yield the results you may need, but I was unsuccessful. It could be that the license plate might be restricted access under the Driver’s Privacy Protection Act (DPPA) protection. Since we were not able to provide the information you needed, I have processed a refund of $9.95. You should expect a refund confirmation email within a couple of minutes. Please expect the funds to reflect in 3 to 5 business days. If there's anything else we can help you with, please let us know. Have a great day, and stay safe!Sincerely,
The Infotracer.com's Support Team
Initial Complaint
Date:10/01/2024
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.
Over the last several months, I have been making attempts to remove my families personal information from InfoTracer.com The process is lengthy and time consuming to perform, as you can only opt out one record at a time.Funnily enough, the website now has blocked my IP addresses from trying to submit additional removal requests, making it impossible for me to accomplish ******* family does not wish to have their personal information visible on your website, and you (InfoTracer) needto remove our information immediately. I have listed the records below:3HLY-J_BN ***** / ****** ***** Ages 94 and 55 ********* **, **** **, ********* ** 3HLA-IUHJ K ******* / ******** / *** Age 58 ********* ** 3X9D-JOVG R ******* / ***** Age 65 ********* **Business Response
Date: 10/03/2024
Dear ******************** sincerely apologize for the inconvenience this has caused you. Please be aware that we have implemented these steps for security reasons to secure your information.
Additionally, since you provided your family information in your BBB complaint, we have taken the necessary steps to remove any reports related to the individuals stated in the request from our database.
Thank you for bringing this to our attention, and we appreciate your understanding.Sincerely,
The Infotracer.com's Support Team
Customer Answer
Date: 10/03/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
InfoTracer, Thank you for getting back to me so quick.
I just ran a search again on 2x devices and am still seeing the results for my family members.
Can you kindly re-verify the removal?
Reports:
3HLY-J_BN
3HLA-IUHJThank You
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Business Response
Date: 10/09/2024
Dear *********************** you for your recent inquiry. Upon conducting a thorough review of our system based on the information provided, I am pleased to confirm that the records for *****/****** ***** (ages 94 and 55, ************, **** **, ************), ********/*** ******* (age 58, ************), and ***** ******* (age 65, ************) have been successfully removed as of October 7.
Please note that the Report ID numbers you provided **********, 3HLA-IUHJ, and 3X9D-JOVG) are not static identifiers within our system. As such, they cannot be used for future reference or verification of reports.
Rest assured that these records are no longer accessible through our platform. To ensure that this update is reflected on your end, we recommend clearing your browsers cache or history, which can refresh the displayed data.
Should you require any further assistance or guidance regarding this matter, please do not hesitate to contact us. We remain at your service.Sincerely,
The Infotracer.com's Support Team
Customer Answer
Date: 10/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.Thank you very much for your help with this, I greatly appreciate it!
Regards,
**** *****Initial Complaint
Date:09/30/2024
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.
As many others have noted, there is a problem with applying online to InfoTracer to have data removed. There seems to be no way to avoid continual responses saying, "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience."Business Response
Date: 10/01/2024
Dear *****,
We sincerely value your privacy and apologize for the issue with the confirmation link; nevertheless, please be aware that we have implemented this confirmation step for security reasons to secure your information. Our Technical Support Team investigated this issue and found no errors in submitting a request. To avoid this error, we recommend that you wait at least 30 seconds before confirming your action.
However, since you provided your details during your BBB complaint, we have taken the necessary steps to remove any reports related to you or containing your personal information from our database.
Thank you for bringing this to our attention, and we appreciate your understanding.Sincerely,
The Infotracer.com's Support Team
Customer Answer
Date: 10/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** *******Initial Complaint
Date:09/26/2024
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 have made attempts to get info tracer to remove my information from their site and I also had optery do it for a paid subscription to all of which were unsuccessful. I went on info tracers site to remove my information and verified my email address to which they sent a link that replies back with an error attached below. I have tried this on my laptop, iPad, iPhone, they all have the same error. it doesn't work and I believe this is the way they get around removing information. I would like them to remove my information immediately per the Massachusetts data privacy and protection act.Business Response
Date: 09/30/2024
Dear ****,
We sincerely value your privacy and apologize for the issue with the confirmation link; nevertheless, please be aware that we have implemented this confirmation step for security reasons to secure your information. Our Technical Support Team investigated this issue and found no request submission errors.
Furthermore, we have taken the necessary steps to remove any reports related to you or containing your personal information from our database.
Thank you for bringing this to our attention, and we appreciate your understanding.Sincerely,
The Infotracer.com's Support Team
Initial Complaint
Date:09/21/2024
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.
I followed all of the instructions on the InfoTracer website to opt out and have my information not sold. The final step requires that an email be sent to verify. When I click on the email that was sent to me to complete it, I receive an error that states "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience." I have tried repeatedly and I still receive the same error. I reached out to the customer support asking why I needed to go through the extra step of clicking on an email and asking for immediate resolution. It took them 2 weeks to respond and the response was "Weve identified that the error you encountered typically occurs if the confirmation button is clicked rapidly. To avoid this, we recommend waiting at least 30 seconds before confirming your action." This is not accurate and when I tried again I got the same result. This all seems suspicious to me that I can't remove my own personal information. Therefore, I am asking for your assistance to resolve the issue.Business Response
Date: 09/24/2024
Dear *****,
We sincerely value your privacy and apologize for the issue with the confirmation link; nevertheless, please be aware that we have implemented this confirmation step for security reasons to secure your information. Our Technical Support Team investigated this issue and found no request submission errors.
Furthermore, we have taken the necessary steps to remove any reports related to you or containing your personal information from our database.
Thank you for bringing this to our attention, and we appreciate your understanding.Sincerely,
The Infotracer.com's Support Team
Customer Answer
Date: 09/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** ***********
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