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Intelius.com

Complaints

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

Customer Complaints Summary

369 total complaints in the last 3 years.
178 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/30/2025
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.
Dates of dispute: Oct 11, 2024 thru May 15, 2025 I am not 100 percent sure which Intelius this is. The phone number on the transaction is ************.Total amount I paid was $*************** refunded the last 2 months - $78.58.Nature of dispute - recurring changes were not identified.I need a refund of $235.74 from Intelius to resolve this situation.
Business Response
Date: 06/02/2025
Dear **** *****,

We are writing in response to the consumer complaint filed by ****** ******, Complaint ID ********.

Consistent with applicable laws, all material terms, including billing details and automatic renewal terms, are clearly disclosed before submitting payment information, and each user is required to check a box separately agreeing to those terms before being charged. Our registration page and our Terms of Use clearly outline the details of our billing terms. Customers also receive a confirmation email for all orders made on the site.

Upon review, we can confirm that Mr. ******* account has already been canceled, and the maximum eligible refunds were issued when he contacted our customer service department. Two months of servicetotaling $78.58were refunded as a courtesy. While the membership has been canceled, Mr. ****** will continue to have access to the service through the end of the current billing cycle, after which no further charges will be incurred.

We understand how easy it can be to miss recurring charges, which is why we are committed to providing transparency throughout the sign-up process. Subscription status can be viewed at any time through a users account dashboard, and cancellation confirmation emails clearly specify which subscription has been deactivated.

If Mr. ****** has any additional questions, he is welcome to contact our customer care department at ************. We are available to assist during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time), Monday through **********************************start="1750" data-end="1753"> Intelius Support
Customer Answer
Date: 06/02/2025
The response from Intelius is not acceptable. I will settle this dispute for the remaining money that is due me: $235.74 minus the initial month. So I will settle for $19.45.
Business Response
Date: 06/03/2025
Dear **** *****,

We are writing in response to the consumer complaint filed by ****** ******, Complaint ID ********.

As previously stated, Intelius has already issued the maximum eligible refunds for Mr. ******* account, totaling $78.58. These refunds were processed as a courtesy following his contact with our Customer Support team. The account has also been canceled to ensure no future charges.

While we understand Mr. ******* ongoing concerns, no additional refunds are available. Intelius operates on a subscription basis, and all billing termsincluding automatic renewal and cancellation policiesare clearly presented and agreed to during the sign-up process. Confirmation emails are also sent after each transaction to ensure transparency.

We can confirm there will be no further charges to Mr. ******* account. If he has any additional questions, he is welcome to contact our Customer Support team at ************. Our hours are Monday through Friday, 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time), excluding holidays.

Sincerely,
Intelius Support Team
Initial Complaint
Date:05/28/2025
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.
I am filing this complaint against PeopleConnect, *** which also owns Intelius. for failing to honor my request to remove my personal information from their website. I used the opt-out procedure available on their platform, which requires verification through an email address or phone number associated with the profile. Unfortunately, I no longer have access to the listed contact methods and therefore cannot complete the automated verification process. I reached out to PeopleConnect through their designated contact channels to request an alternate method of verification and removal of my data, but I have received no response despite repeated attempts. This lack of responsiveness and inability to complete the opt-out process effectively denies me the right to control my personal information, raising serious concerns about their compliance with consumer privacy standards.
Business Response
Date: 06/02/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by ******* **********, Complaint ID ********.
The information Intelius provides in reports is all publicly available information compiled from various public databases, government entities, commercial data providers, and other sources of public data. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site.
We sincerely apologize for the delay in addressing Mr. *********** suppression request and for any frustration caused by the verification process. We understand that users may not always have access to previously associated contact methods. Based on the details provided in the complaint, we were able to locate a background report and validate Mr. *********** request. We will now proceed with suppressing the report pursuant to his request and our Terms.
This suppression will also be applied across all PeopleConnect-owned sites, including ***************, Intelius.com, ********************, and USSearch.com.
Additionally, wed like to clarify that the phone number Mr. ********** mentioned in the email sent to us is not associated with Intelius or PeopleConnect. It appears to belong to a different company with a similar name. For direct assistance in the future, our official customer care number is ************.
Please keep in mind that while we can suppress a report from our platforms, we cannot control how the information may appear on unrelated third-party websites. Furthermore, names and limited details may still appear in features such as possible associates, registered offender lists, or contact-related results.
If you have further questions, our support team is available Monday through Friday, 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 *********************************************start="2059" data-end="2062"> Intelius Support
Initial Complaint
Date:05/23/2025
Type:Service or Repair 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 am unable to remove my phone number and address from Intelius and all of the websites owned by them
Business Response
Date: 05/24/2025
Dear **** *****,

We are writing in response to the consumer complaint filed by ******** ********, Complaint ID ********.

The information Intelius provides in reports is all publicly available information compiled from various public databases, government entities, commercial data providers, and other sources of public data. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site.

We were able to locate a background report, phone report, and address report and validate Ms. ********* request based on the information provided in their complaint. We will go ahead and suppress these reports pursuant to their request and our Terms.

This request to remove the background report from the Intelius website will be applied to all people search sites within the PeopleConnect family, including ***************, Intelius.com, ********************, and USSearch.com.

Please note that our efforts do not affect whether the information will be available from other sources, including third-party sources of the information. In addition, even if a background report is suppressed, the individuals name or related details may continue to appear in connection with certain features for example, on registered *** offender lists, as a possible relative or associate in other individuals' reports, or in phone or email lookup results.

If you have any additional questions, please do not hesitate to contact our customer care department at ************. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time), Monday through Friday.

Sincerely,
Intelius Support
Customer Answer
Date: 05/24/2025

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
Date:05/20/2025
Type:Product 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.
On 05/10/25 I called Public Records at ************ to cancel my membership. I spoke with someone that said they would cancel my membership and since the date was close to their last withdrawal, they would refund my $30 for May's membership and cancel my account. That same day I noticed another $30 withdraw charge from my debit card. I gave it a couple of days and called them back on 05/13/25 and spoke with a supervisor (aka: STUPIDVISOR) and he said that is how the "banks" handle a refund. Duh....I'm sorry the banks take out another $30 and then give you a refund for $60???? Not happening. I still show an extra $30 taken out for May and they have not given me a refund. I have cancelled that debit card and wish to have a refund for $60 mailed to me for the stupid handling of my refund.
Business Response
Date: 05/21/2025
Dear **** *****,
This response is in regard to the consumer complaint from ******* ********, ID ********.
After reviewing the details of the complaint, we were able to confirm that the service referenced is not associated with Intelius. The phone number provided in the complaint *************) does not belong to Intelius, and we do not use that number for customer support or billing inquiries.
Additionally, we conducted a thorough search using the information supplied in the complaint and found no active or prior Intelius account associated with the name, email, or phone number provided.
We recommend that ******* ******** check with her financial institution to confirm which company processed the charge. If she determines that the charge was made by Intelius, we encourage her to contact us directly so we can investigate and assist further.
She may reach our customer service team at ************, available daily from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time). (Holiday hours may vary.)
Sincerely,
Intelius Support
Customer Answer
Date: 05/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and apparently, I picked the wrong company information to file the complaint with. I will do a little more research and file another complaint, hopefully with the correct company.

Regards,

******* ********
Initial Complaint
Date:05/18/2025
Type:Product 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.
Intelius makes the opt-out process deliberately difficult in the hope that people give up. After finally getting an email on 5-2-25 saying they would remove my data from all their platforms except Zabasearch (with no explanation), they later (5-8-25 and 5-13-25) claimed they "didnt have enough information" to process my request even though they already had responded previously with a decision.Its clear they are stalling and hoping that I drop it. Ive followed up multiple times with no resolution.
Business Response
Date: 05/21/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by ********* *******, Complaint ID ********.
Instant Checkmate compiles publicly available information from government records, commercial data providers, and other public sources. While we cannot remove specific records from a report, we do offer the option to suppress an entire background report from our site.
We located and validated Mr. ******** background report based on the details provided in the complaint. The report was suppressed on May 2, 2025, in accordance with our Terms of Service.
This suppression has been applied across all people search sites within the PeopleConnect family, including ***************, Intelius.com, ********************, and USSearch.com.
We have removed all information previously provided through past correspondence with our support team. However, if Mr. ******* continues to see his information on our site or on Zabasearch (an affiliate site), we ask that he send a screenshot or direct URL of the listing so we can locate and address it appropriately.
Please note that our actions do not affect data displayed by third-party sources, and some information may still appear in features like possible associates, public registries, or contact lookups.
If you have any further questions, please contact our customer care department at ************. We are available daily from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time); holiday hours may vary.
Sincerely,
Instant Checkmate Support
Customer Answer
Date: 05/24/2025
I will accept their claim to resolve this matter as soon as I get an email confirmation from them ensuring that my information has been suppressed across all of their platforms. This includes anything owned by Peopleconnect, with which they are affiliated.

I would also like to note that, although they ensured you that they suppressed everything on May 2nd, they continued to email me saying they needed more information from me to suppress everything afterwards, wasting my time, and I also want an apology for that.

Once these two conditions are met, I will accept the resolution.

Regards, ****
Business Response
Date: 05/24/2025
Dear **** *****,

We are writing in response to the consumer complaint filed by ********* *******, Complaint ID ********.

We can confirm that the consumers information has been fully suppressed across all platforms owned and operated by PeopleConnect, including Intelius, TruthFinder, Instant Checkmate, USSearch, and Zabasearch. A confirmation email has been sent directly to the consumer confirming this action.

We acknowledge the consumers concern regarding the follow-up emails requesting additional information after the initial suppression confirmation was issued on May 2, 2025. We sincerely apologize for any confusion or inconvenience this may have caused. These messages were part of our standard identity verification process, and we understand how this may have led to frustration.

At this time, all requested actions have been completed, and the consumers data has been suppressed as requested. If you or the consumer have any further questions or require additional assistance, our support team can be reached at ************ or by email at [email protected]. We are available Monday through Friday, from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time). Holiday hours may vary.

Sincerely,
************* Team
**********************
Customer Answer
Date: 05/30/2025
Thank you for confirming that my data has been suppressed across all PeopleConnect platforms. However, I would like to clarify that suppression is not the same as deletion under the California Consumer Privacy Act (CCPA). I fully intend to pursue a formal deletion request through the appropriate CCPA channels.

I am marking this BBB case as resolved for now, but I reserve all rights to seek full data deletion through other legal means.

Regards, ****
Initial Complaint
Date:05/15/2025
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.
Deceptive business practices to trick people into an unclear subscription vs a one time service. They also provide a notice that if you arent pleased with your service you wont be charged, and theyve charged me since October. They were only willing to refund since April.
Business Response
Date: 05/16/2025
Dear **** *****,
We are writing in response to the consumer complaint filed by ********* ******, Complaint ID ********.
We take concerns about billing transparency seriously. All material terms, including automatic renewal and subscription details, are clearly disclosed on our registration page before any payment is submitted. Users must actively check a box agreeing to these terms, and our Terms of Use and confirmation emails reinforce these details.

To clarify, our service does not include a money-back guarantee. Refunds are issued in accordance with our stated refund policy. Wed also like to confirm that our website does not state or guarantee that if you arent pleased with your service you wont be charged. This is not part of our advertised policies or promotional materials.
In response to Ms. ******* concerns, we have canceled all memberships associated with her account and issued a refund, within our refund policy limits, to the original payment method used. No further charges will occur.
If you have additional questions, our customer care team is available at ************, Monday through Friday, 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 *********************************************start="1422" data-end="1425">Intelius Support
Initial Complaint
Date:05/15/2025
Type:Customer Service 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 have not heard from back from this company and I NEED my home address and all contact information removed from their site. I tried calling customer service and have been on hold and no one answers. I am not sure HOW they got my information and why it is available to the public. For my safety, I NEED my information removed immediately.
Business Response
Date: 05/16/2025
Dear **** *****,

We are writing in response to the consumer complaint filed by ******** ******, Complaint ID ********.

The information provided in Intelius reports is sourced from publicly available records, which are compiled from various public databases, government entities, commercial data providers, and other sources. While we are not able to remove specific individual records, we do offer the option to suppress the entire background report from our site.

We have located the background report in question, and, based on the information provided, we have validated ******** Weltons request. In accordance with our Terms of Service, we have proceeded to suppress her background report.

This suppression will apply across all people search websites within the PeopleConnect network, including Intelius.com, ***************, ********************, and USSearch.com.

Please note that while her background report has been removed from our platforms, this action does not remove the information from other third-party websites or public record sources. Additionally, her name may still appear in certain contexts, such as possible relative matches or within *** offender registry listings, as required by law.
If you have any further questions or need assistance, please dont hesitate to contact our ************* team at ************. We are available Monday through Friday, from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time).

Sincerely,
Intelius Support
Initial Complaint
Date:05/14/2025
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.
I am a domestic violence and stalking victim, and went through two legal name changes. I am in the process of relocating to **********. It is crucial that my records are immediately deleted from your website and ******. I opt out. I don't have access to the phone number or email suggested. These are the records that must be removed. I have proof of being in a Safe At Home **********: ************************************ ID: ************************************ I want to know ALL of your sites and remove me from every one of them, I've been trying for months and your family of sites is the only data broker that won't remove me, despite laws requiring you to do so.********* M. **** (this is my Spam email address and I don't want it in public record either)
Business Response
Date: 05/16/2025
Dear **** *****,

We are writing in response to the consumer complaint filed by ********* ****, Complaint ID ********.

We want to assure Ms. **** that we take concerns involving safety and privacy very seriously, especially in situations involving domestic violence or stalking. We understand the urgency of her request and appreciate her providing relevant report IDs and context.

Based on the details provided, we were able to identify the records and have taken immediate steps to suppress them from our platform, in accordance with our policies and applicable privacy laws. This suppression also applies to all sites within the PeopleConnect family, including Intelius.com, ***************, ********************, and USSearch.com.

We strongly recommend clearing the cache on any devices previously used to search for these records to ensure the links no longer appear in search engine results. If any related links remain visible after clearing the cache, Ms. **** may reach out to our support team and provide the **** for further review.

For additional assistance, our ************* team is available at ************, Monday through Friday, from 7:00 a.m. to 4:00 p.m. PT (10:00 a.m. to 7:00 p.m. ET).

Sincerely,
Intelius Support
Initial Complaint
Date:05/13/2025
Type:Service or Repair 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 repeatedly tried to opt out of having my full name, phone number, current address, previous addresses, email addresses, and family relationships displayed on Intelius. However, their opt-out tool does not function properly, and my support requests have been ignored. I am filing this complaint in the hope that they will finally remove my personal information, which is listed on the following page: ******************************************************
Business Response
Date: 05/14/2025
Dear **** *****,

We are writing in response to the consumer complaint filed by **** ******, Complaint ID ********.

The information Intelius provides in reports is all publicly available information compiled from various public databases, government entities, commercial data providers, and other sources of public data. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site.

We were able to locate a background report and validate Mr. ******** request based on the information provided in their complaint. We will go ahead and suppress the report pursuant to their request and our Terms.

This request to remove the background report from the Intelius website will be applied to all people search sites within the PeopleConnect family, including ***************, Intelius.com, ********************, and USSearch.com.

Keep in mind that our efforts do not affect whether the information will be available from other sources, including third-party sources of the information. In addition, even if you suppress your background report, your name and other information may continue to appear in connection with certain features, for example, on registered *** offender lists, as a possible relative or associate in other individuals' reports, or in phone or email reports.

Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time), Monday through Friday.

Sincerely,
Intelius Support

Customer Answer
Date: 05/14/2025
My information is still showing up here:
******************************************************
Please remove it.
Initial Complaint
Date:05/11/2025
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.
This business has posted my address on the internet without my consent.
Business Response
Date: 05/12/2025
Dear **** *****,

We are writing in response to the consumer complaint filed by ******* ******, Complaint ID ********.

The information Intelius provides in reports is all publicly available information compiled from various public databases, government entities, commercial data providers, and other sources of public data. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site.

We were able to locate a background report and validate Ms. ******** request based on the information provided in their complaint. We will go ahead and suppress the report pursuant to their request and our Terms.

This request to remove the background report from the Intelius website will be applied to all people search sites within the PeopleConnect family, including ***************, Intelius.com, ********************, and USSearch.com.

Keep in mind that our efforts do not affect whether the information will be available from other sources, including third-party sources of the information. In addition, even if you suppress your background report, your name and other information may continue to appear in connection with certain features, for example, on registered *** offender lists, as a possible relative or associate in other individuals' reports, or in phone or email reports.

Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time), Monday through Friday.

Sincerely,
Intelius Support

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