ComplaintsforInstant Checkmate

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Initial Complaint
05/29/2024
Complaint Type:
Customer Service Issues
Status:
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.
After discovering I was able to easily find my physical address without even paying for their service and then reviewing the website FAQ's and the process to have my data removed, I emailed Instant Checkmate telling them they did not have permission to have or use any of my data or to display or sell my public record information to anyone and that it needed to be removed from their website entirely. They replied with a link to a process to "suppress" my information but will not remove it from their database. When I followed the instructions sent to have my data removed, I was also "denied" this request because they "were unable to find a record associated with this email". This "suppression process" requires I confirm even more of my personal information to them, which is unacceptable given they keep the data! lndividuals' private information is leaked onto the dark web by hackers constantly. Not only is this dangerous, but the easy ability for anyone to see addresses puts people, particularly females, in danger of stalking and harassment. This "business" needs to be shut entirely down and the "public record data" they have collected all in one place destroyed. This "business" is unconscionable.
Business response
05/30/2024
Dear ********************************,
This response is in regards to the consumer complaint from ***********************, ID ********.
Instant Checkmates 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 were unable to identify a report or validate their identity based on the information provided.
If they are able to locate the result corresponding to them on one of the sites, please take a screenshot of that result and email it to us. Also, please provide other email addresses, physical addresses, or phone numbers that they may have used to help validate their identity. That information will only be used to process their request.
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 - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
Sincerely,
Instant Checkmate Support
Customer response
05/30/2024
The response sent by Instant Checkmate is essentially a rewording of what they have already stated to do, which I have already stated is unacceptable. I have already stated that the profile I found belonged to me and sent a link to it from my email -- that is verification enough. As you can see from their response, they will still retain all data they have on me and will still release it "for personal use only" to anyone who asks for it, which still leaves me open to stalking and harassment, which I have experienced before and am unwilling to go through again. This "business" is asking for me to verify more of my personal information as a means of extortion, which I will not go quietly along with. They absolutely have the capacity to delete all my data from their websites so that it isn't shown to anyone at all, and are simply refusing to do so in order to extort more personal information out of me and other people like me.
Business response
05/31/2024
Dear ********************************,

This response is in regards to the consumer complaint from ***********************, ID ********.

Instant Checkmates 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.

After further investigation, we were able to validate Ms. ****** identity with the phone number she provided to the BBB. We have removed the person report for ***********************. Additionally, we have removed her phone number and email address from our database. 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 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)

Sincerely,
Instant Checkmate Support

Customer response
06/09/2024
In order for me to be satisfied with Instant Checkmate's action, this business needs not only to have removed my phone number and email address from its database as they stated, but also my name, physical address(es), and any other information associated with my identity from its database. Once this occurs and is accounted for in writing, I will consider the case closed. I do not give my consent for this company and/or any of its affiliated websites to collect and store my personal information.
Initial Complaint
05/28/2024
Complaint Type:
Billing Issues
Status:
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.
Did not receive the report I paid for. Report provided was about my mother. Detailed info in attached document.
Business response
05/29/2024
Dear ********************************,

This response is in regards to the consumer complaint from *************************************, ID ********.

To gain access to their account and the requested reports, ************************************* must ensure that they are logged in by visiting the website www.instantcheckmate.com/login. Their username corresponds to the email address they provided during account creation, while their password is the one they selected when purchasing the account.

Here are some helpful tips to consider if members are experiencing technical issues accessing their account:

Consider refreshing or restarting the browser
Ensure that the user's browser is kept up-to-date.
Ensure that cookies are enabled
It is important to periodically clear the cache and cookies by accessing the browser history.
When using our services from different devices, it is advisable to disable any VPNs or firewalls that *** be causing issues with specific websites.

If the user's issues continue, they are encouraged to reach out to our support team and provide any screenshots that show the error they ***be experince. This will allow for further investigation of the issue. The goal is to provide the best possible experience with our service.

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 - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)

Sincerely,
Instant Checkmate Support

Customer response
05/29/2024
The response submitted by Instant Checkmate is read as if I had reported a computer problem.
The complaint I reported was not a computer problem but inaccurate information returned to me.
Instant Checkmate did not provide the information requested but information on another (different) person - NOT what I requested. I want my money refunded.
Business response
05/30/2024
Dear ********************************,
This response is in regards to the consumer complaint from *************************************, ID ********.
We gather the information in our reports from numerous third-party data providers and publicly available sources and the information from those sources may not always be accurate or complete. As a result, inaccuracies in reports can unfortunately occur from time to time as we explain in our Terms of Use. We therefore encourage you to use the report as a starting point and perform any additional investigation you deem helpful for your purpose.
Lastly, 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 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
Sincerely,
Instant Checkmate Support
Initial Complaint
05/14/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have contacted the company a few times to remove my personal information from their repository and have not received any useful response. The website is designed in a way that prevents people from removing their information in a direct and simple way. I followed the instructions but the instructions online are outdated and do not allow me to progress. The website tells me to go to a link that actually is not available on the webpage that I was directed to. My safety is at risk with my personal data being available through this company and I need them to provide working instructions to suppress my personal information online.
Business response
05/14/2024
Dear ********************************,

This response is in regards to the consumer complaint from ****************************************** ********.

Instant Checkmates 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 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)

Sincerely,
Instant Checkmate Support

Customer response
05/17/2024

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
05/08/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I show that I have my information suppressed and it is still findable on this website this is unacceptable as I currently have a security concern and have already put in suppression and this information is this easily findable.Here is showing I requested suppression a few months ago My information is found on the below URLs:Info is found searching with my brother *********************************************************************************************************** my information here we is blatantly not suppressing my information URL:******************************************************************************** showing clicking on my wife info you see all information also URL:****************************************************************************
Business response
05/13/2024
Dear ********************************,,

This response is in regards to the consumer complaint from *************************, ID ********.

According to company records, *********************************** report was successfully removed using the ****************** and is no longer accessible on any of the people search sites in the PeopleConnect family, including TruthFinder.com, Intelius.com, Instantcheckmate.com and USSearch.com.

As expressly disclosed on the initial page of ****************** and Instant Checkmate's Terms of Use, ******************** name *** continue to appear as a potential relative or associate on another individual's background report. It is important to understand, however, that if his name appears as a potential associate or relative, selecting their name in one of those potential reports will not lead to an actual report or provide any other identifying information.

In order to remove a name from someone else's background report, that individual must utilize the ****************** to suppress their particular report. They will be required to provide and validate some identifying information first. This is necessary so that we can match their information with a corresponding record and confirm that they are the subject of that record. The Suppression Tool is for personal use only by the individual subject of a record and made available at our discretion and pursuant to the applicable Terms of Use.

We appreciate your cooperation so that we can process your request in a way that respects their privacy and ensures the Suppression Tool is not abused and remains available for legitimate use.

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 - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)

Sincerely,
Instant Checkmate Support

Customer response
05/14/2024
I have been told it was suppressed and would take 48 hours, I dont know just because I have family that hasn't surpassed their information how mine would still be visable.

Business response
05/14/2024
Dear ********************************,,
This response is in regards to the consumer complaint from *************************, ID ********.
As expressly disclosed on the initial page of ****************** and Instant Checkmate's Terms of Use, ******************** name *** continue to appear as a potential relative or associate on another individual's background report. It is important to understand, however, that if his name appears as a potential associate or relative, selecting their name in one of those potential reports will not lead to an actual report or provide any other identifying information.
In order to remove a name from someone else's background report, that individual must utilize the ****************** to suppress their particular report. They will be required to provide and validate some identifying information first. This is necessary so that we can match their information with a corresponding record and confirm that they are the subject of that record. The Suppression Tool is for personal use only by the individual subject of a record and made available at our discretion and pursuant to the applicable Terms of Use.
We appreciate your cooperation so that we can process your request in a way that respects their privacy and ensures the Suppression Tool is not abused and remains available for legitimate use.
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 - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)
Sincerely,
Instant Checkmate Support
Customer response
05/16/2024

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
05/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Over the last six months or more I have been bombarded with emails after one time clicking the website for instantcheckmate. I wrote a letter two weeks ago requesting that they cease sending me emails. There is nowhere on the site where I can opt out. I am still bombarded with notifications and need them to stop.
Business response
05/03/2024
Dear ********************************,
This response is in regards to the consumer complaint from *****************************, ID ********.
Pursuant to the Instant Checkmate privacy policy, by submitting your email address via our site, you consented to receive emails from Instant Checkmate, our affiliates, and third parties concerning promotional offers unrelated to Instant Checkmate. Customers may opt out of receiving these email messages at any time by clicking on the Unsubscribe link at the bottom of each email.
We have unsubscribed ********************* email address from receiving emails from Instant Checkmate. 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 - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
Sincerely,
Instant Checkmate Support
Customer response
07/11/2024
Thank you for your assistance regarding a complaint I made about not being able to get Instant Checkmate to stop sending me notifications. *********** responded that I had agreed to accept emails. My problem is not with emails, but with notifications that pop up, usually several per day, in my Chrome browser. I emailed the company requesting that they cease sending THESE notifications, but they have continued to plague me.

Business response
07/12/2024
Dear ********************************,
This response is in regards to the consumer complaint from *****************************, ID ********.
Concerning the push notifications or pop-*** that they are receiving on their device. To manually unsubscribe or check their status regarding receiving notifications, please visit, **************************************************.
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 - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
Sincerely,
Instant Checkmate Support
Initial Complaint
04/30/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I attempted to use this service, which was advertised as a FREE SERVICE, this morning, spent over half-an-hour entering data into their website and waiting for responses, only to find at the end that they wanted almost $30 to deliver my so-called FREE report! They are nothing but lying scammers! They claim to have an A+ BBB rating; did you really give them one?
Business response
04/30/2024
Dear ********************************,

This response is in regards to the consumer complaint from *********************, ID ********.

Instant Checkmate compiles hundreds of millions of available public records from several different data sources. We pay for all of the information we provide. Our billing details are prominently displayed before a customer decides to sign up for our services, and these terms can also be reviewed at any time in our Terms of Service. We do not claim to be a free service. In order to view reports, an active membership is required.

Our prices are set to reflect the value we believe we offer with our Unlimited Report memberships. However, we have a free mobile app that allows Unlimited Lite Person Report searches, five free Email Report searches, and five free Phone Report searches. To download our app, open your ****** Play Store or Apple ********* mobile application and search for 'Instant Checkmate.

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 - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)

Sincerely,
Instant Checkmate Support

Customer response
04/30/2024
Instant Checkmate is LYING in their response. They take publicly available information and sell it, even though they say their service is free to the end user. They are lying scamming criminals. You need to revoke their BBB accreditation!
Business response
05/01/2024
Dear ********************************,

This response is in regards to the consumer complaint from *********************, ID ********.

Instant Checkmate compiles hundreds of millions of available public records from several different data sources. We pay for all of the information we provide. Our billing details are prominently displayed before a customer decides to sign up for our services, and these terms can also be reviewed at any time in our Terms of Service. We do not claim to be a free service. In order to view reports, an active membership is required.

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 - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)

Sincerely,
Instant Checkmate Support
Initial Complaint
04/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had a membership to instantcheckmate.com I canceled the membership on April 17, 2024. While canceling I received notice that I would continue to have access until April 21, 2024. I do not have access. I called customer support. They said I have no access. Spoke with one individual and then asked for a supervisor when I didn't get anywhere. I sent them a sceenshot of the email they sent me while still on the phone with them. She still wouldn't give me access because their records say differently. I can expect to hear back in 24 to 48 business hours. Which will likely be beyond the time frame in which I should have access. Bottom line. They sent me an email stating I would have access and I do not. If they sent me an email saying the date of cancelation is the day I get restricted, I would have been fine. They did not. So they need to follow through with their statement to me. April, 21st. Not today, April 17. My membership started in February. I paid again in March. $28.70 each time. I'm assuming I was given until April, 21st because my membership was paid until then.
Business response
04/19/2024
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 Instant Checkmate to charge their card 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 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 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
Sincerely,
Instant Checkmate Support
Customer response
04/19/2024
I was not refunded any money and my account access has not been reinstated. I understood their terms of service that electronically signed for. That was not the issue. The issue was when I canceled my subscription the company gave me notice, twice, that I would continue to have unlimited access until April 21st. I do not have access, as stated. I called the company and spoke with a representative and then a supervisor. I supplied them with a copy of the email they sent me stating as such. I sent the proof while still on the phone with the supervisor. She received what I sent and I was still told too bad and nothing was done. This is unacceptable. Nothing has been done. I haven't evven received any communication back from the company about the matter.
Business response
04/22/2024
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 Instant Checkmate to charge their card 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.

After further investigation into the account, it was determined that due to a failed payment on April 18, 2024, ************** lost access to the account when she canceled the subscription online on April 18, 2024.

We have previously cancelled all memberships and 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 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)

Sincerely,
Instant Checkmate Support
Initial Complaint
04/08/2024
Complaint Type:
Product Issues
Status:
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.
I signed up for a record search I assumed for only that one time but Checkmate charged my *****'s card repeatedly since September 07, 2023. I read others complaints and they too got conned out of money each month. Why is this company getting away with ripping folks off?I want our refund as I consider this theft of funds.
Business response
04/09/2024
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 Instant Checkmate to charge their card 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 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 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)

Sincerely,
Instant Checkmate Support
Initial Complaint
04/04/2024
Complaint Type:
Billing Issues
Status:
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.
I used their service once in December 2023 and cancelled it after that. No charges were made by them in January 2024. Now I see that I've been charged $28.57 and $6.32 for both February and March 2024. I cancelled it after one use and want my money back and no further charges made. Cancelled means cancelled.
Business response
04/05/2024
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 Instant Checkmate to charge their card 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 *********************************** After a thorough investigation, we have determined that no cancellation attempts were made through any of these channels.

As a courtesy, we have cancelled all memberships and refunded Duncans 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 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)

Sincerely,
Instant Checkmate Support
Initial Complaint
03/18/2024
Complaint Type:
Product Issues
Status:
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.
I signed up for a 1 time only usage. As is permisable on their site when you join. However, it apparently created a monthly subscription charge. When I realized the issue, I immediately contacted them & advised them I under no circumstances did I agreed to monthly subscription. I advised BT Instate Checkmate that I did not agree to this service, only a 1x usage & wanted to canx. The agent stated that since this was put thru by Amex she was unable to canx. This seemed extremely odd since there is even an option when you call to direct you to a # to canx the service (clearly others have used the service). Now I not only want to canx, but want a full refund for EVERY MONTH I have been charged beyond the 1 & only time I used this service. It is clearly deceptive & a scam. I DO NOT understand how BBB is giving them a A+ rating??? I have contacted *********** have assured me they will not be honoring any further charges from this company. Now I would like a refund for the months that were fraudulently billed to me.
Business response
03/19/2024
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 Instant Checkmate to charge their card 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.

After a thorough investigation, we were unable to locate an account with the information provided. In order to meet ****************** expectations, we request all applicable information listed below:

The first and last name used on the account
The email address registered
The first 6 and last 4 numbers of the card used

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 - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)

Sincerely,
Instant Checkmate Support

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