Complaints
This profile includes complaints for Intelius.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 368 total complaints in the last 3 years.
- 178 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:07/03/2022
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 initially spent .95 cents for a "trial" so I could track down my old phone number. After they got me no results and gave a completely bogus excuse, I cancelled the trial on June 14th. After cancelled it, on June 15th I got a charge on my PayPal account of *****. I never used their "services" at all. Nor did I preapproved that payment.
Business Response
Date: 07/06/2022
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.
We have confirmed that ****************** account was cancelled on June 14, 2022. However, we would like to clarify that the account was cancelled after the charge in the amount of $34.95 began processing on the morning of June 14, 2022. Since the membership was created on June 8, 2022, the five-day trial does end on June 14, 2022, not June 15, 2022.
Unfortunately, the account went into chargeback when ******** disputed the charge on July 3, 2022. Since chargebacks are handled by the financial institution in which the customer submitted the dispute, ******** will need to work with Paypal to resolve this matter. The account has been disabled to prevent further charges from within the 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 7:00am - 5:00pm Pacific time (10:00am - 8:00pm Eastern time), Monday Friday.
Sincerely,
Intelius SupportInitial Complaint
Date:07/03/2022
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 initially spent **** cents for a trial just so I can track down my old phone number. No result. So I cancelled the subscription on June 14th, as I didn't receive anything and they gave me an absolutely bogus excuse. And on June 15th I got a charge on my PayPal account of ***** dollars. I did not use the service after I cancelled their "service".Business Response
Date: 07/06/2022
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.
We have confirmed that ****************** account was cancelled on June 14, 2022. However, we would like to clarify that the account was cancelled after the charge in the amount of $34.95 began processing on the morning of June 14, 2022. Since the membership was created on June 8, 2022, the five-day trial does end on June 14, 2022, not June 15, 2022.
Unfortunately, the account went into chargeback when ******** disputed the charge on July 3, 2022. Since chargebacks are handled by the financial institution in which the customer submitted the dispute, ******** will need to work with Paypal to resolve this matter. The account has been disabled to prevent further charges from within the 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 7:00am - 5:00pm Pacific time (10:00am - 8:00pm Eastern time), Monday Friday.
Sincerely,
Intelius Support
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