Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my subscription after a one time usage. TruthFinder has continued to deduct the one time document fee of $4.30, 5 times now. Multiple contact requests with no response.

  

  Business Response

  Date: 02/06/2024

  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 TruthFinder 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,
  TruthFinder Support
  
  

• Initial Complaint

  Date:02/04/2024

  Type:Billing 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.

  Truthfinders has been charging me for many months with out my consent or knowledge. This is and old unused credit card. I do not use Truthfinders. I believe I disputed this company several years ago and was only able to get 6 months refund I believe they resumed charging me one the grace ****** ended. All my credit cards have auto debit of the minimum so I never miss a payment but I also never see the charges. I own a business, TRILLION , in ********** for 40 years and work 6 days a week. I was only clearing out my expired cards when I discovered this fraud . *********** blocked any further charges.

  

  Business Response

  Date: 02/05/2024

  Dear *****************************,
  

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

  Under normal circumstances, when a user activates an account with **********************, they must provide an electronic signature authorizing TruthFinder to charge their card, 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 upon signup. If a user completes their initial search inquiry but does NOT enter their payment information, they will not be charged and no membership will be created.
  

  In the event of proclaimed fraud, TruthFinder requests the billed recipient contact us first to ensure the account in question is thoroughly investigated. When this claim can be justifiably substantiated, the account in question is disabled from further use, all memberships to be cancelled, and all charges to be returned to the payment option used (up to 12 months due to system limitations).
  

  We have refunded all unauthorized ******** (within the past 12 months due to system limitations) to ************************* payment option used to enroll, and no further charges will be incurred. Additionally, we have disabled the account to prevent any further access. 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,
  TruthFinder Support

• Initial Complaint

  Date:02/02/2024

  Type:Billing 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.

  Its an uncomfortable and surprising situation (for me), which consists of charges that TRUTHFINDER has been doing to my PayPal account since July 2020, without me having used never some service from that company, because I didn't even know that Truthfinder existed. I realized at the end of last year (2023) of that charge (for $ *****) that seemed strange. Then, when analyzing PayPal's account states, I found that, that has happened since July 2020. In addition, it is a charge that is executed through operations that are repeated up to five (5) times in a single month, as is the case August 2022 and January 2023. I beg you to: 1) eliminate my PayPal account from *********************** collection list, and 2) reimburse me the money TRUTHFINDER have charged without me having been receiving some service. Im attaching to this letter PayPal's account states to which I have referred. Sincerely, ***************************************************** *************************** Phone Number: ************ Enclosures: 2

  

  Business Response

  Date: 02/05/2024

  Dear *****************************,
  

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

  Under normal circumstances, when a user activates an account with **********************, they must provide an electronic signature authorizing TruthFinder to charge their card, 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 upon signup. If a user completes their initial search inquiry but does NOT enter their payment information, they will not be charged and no membership will be created.
  

  In the event of proclaimed fraud, TruthFinder requests the billed recipient contact us first to ensure the account in question is thoroughly investigated. When this claim can be justifiably substantiated, the account in question is disabled from further use, all memberships to be cancelled, and all charges to be returned to the payment option used (up to 12 months due to system limitations).
  

  We have refunded all unauthorized ******** (within the past 12 months due to system limitations) to ****************************** payment option used to enroll, and no further charges will be incurred. Additionally, we have disabled the account to prevent any further access. 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,
  TruthFinder Support

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TruthFinders predatory auto billing when subscription has been canceled for several months. ************ being blocked obtained illegally my new credit card number without me giving it to them and its continuing to attempt to extort funds from this new card when subscription has been canceled for months. I have called I have emailed I have done everything I can to stop this extortion. Ive had to block one card. All I have asked is to stop auto billing me. The subscriptions shows canceled since February February 2023. How were they able to get my new credit card but I havent even used I got it last week and no way in h*** would I give it to them thats why I had to close it in the first place.

  

  Business Response

  Date: 01/25/2024

  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 TruthFinder 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,
  TruthFinder Support

• Initial Complaint

  Date:01/25/2024

  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.

  I have made multiple attempts to have my personal data removed from your website, and I have yet to receive a response.Before considering any legal actions, I would like to make one final attempt to address this issue.My intention was to opt-out my personal information. I successfully entered my email address and received a verification email. Upon opening the link, I could see my personal information, including my date of birth and name, displayed accurately. However, the final step requires an additional email verification, and it displays an email address that I do not recognize.This discrepancy is preventing me from removing my personal information from your website. I kindly request that you provide me with additional details on how to complete the verification process, preferably with the assistance of a real human. The automated system is posing a challenge as it requests verification from an email address that I have never owned.I appreciate your prompt attention to this matter and look forward to resolving it amicably.

  

  Business Response

  Date: 01/25/2024

  Dear *****************************,
  

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

  TruthFinders 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.  
  

  Please provide physical addresses 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,
  TruthFinder Support

  Customer Answer

  Date: 01/25/2024

  Although stating that unable to identify my profile is simply not true. For further verification purposes, my physical addresses that I have used that *** be associated with the profile are:

  ********************************************************

  *******************************************

  **********************************
  

  Please complete the verification asap and delete my profile info, thanks.

  

  Business Response

  Date: 02/01/2024

  Dear *****************************,
  

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

  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 send it to us.  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,
  TruthFinder Support

  Customer Answer

  Date: 02/05/2024

  
  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. Since theyve resolved my issue through a non-BBB channel, thats the reason they are not able to identify my information in their system. Ill accept this response and **** this complaint as resolved.
  
  Regards,
  
  Juewei Dong
  
   
  

• Initial Complaint

  Date:01/19/2024

  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.

  Going to find a friend via truthfinder. Received a little unhelpful. Couldn't get back in without password/passcode that wouldn't work. I called n got an expert who patiently helped, but we only had ******* cheap tablet to work with (both being substandard). Started attempt Dec 22/21 as a gift for self. I've spoken to them by phone more than that one time. They email me on how to reset password. Tablet wont allow mail to communicate with mail already in use; I've not learned how to use all of it's uses. I have two days to find me friend by truthfinder because I checked out before any more $ comes out of my bank. This is important to me or I wouldn't bother you. I'll keep trying, but afraid to no avail. This would make **** better than many. Help if you are able. Please.

  

  Business Response

  Date: 01/22/2024

  Dear *****************************,
  
  This response is in regards to the consumer complaint from ***************************, ID ********.
  
  In order to access the services and obtain a report, users must log into their accounts at truthfinder.com/login. The username for the membership will be the email address that was used during the registration process, while the password will be the one set when the account was created. Should users forget their password, they should click on the "Forgot My Password" link on the login page or contact customer support for help with manually resetting their password. 
  
  Below are some tips to consider if any users are have issues accessing their account:
  
  Try refreshing or restarting the browser
  Make sure the browser is up-to-date
  Make sure cookies are enabled
  Be sure to occasionally clear cache and cookies by visiting the browser history 
  
  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,
  TruthFinder Support
  
  

• Initial Complaint

  Date:01/19/2024

  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 company has in my opinion, illegally obtained information of my personal life and where I live. Some is incorrect and if committing fraud and selling my information without my consent or consideration to my safety and privacy.I asked them to provide a report and disclose where they got the information, they said they would not. Expect legal action to follow at state and federal levels. No one has the right to do this and slander people with fraud.

  

  Business Response

  Date: 01/22/2024

  Dear *****************************,
  
  This response is in regards to the consumer complaint from ***************************, ID ********. 
  
  TruthFinders 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.
  
  Our top priority is ensuring the privacy of all individuals and giving them full control over the visibility of their public information. Users of our ****************** have the option to control who can access their report, ensuring that the website's functionality is not misused by others.
  
  To exercise this right, consumers can access our suppression tool linked here, *************************************************, and click on Manage Suppression Rules" and then follow the prompts. Your request to remove your information from the TruthFinder website, will be applied to the *********** displayed on all people search sites owned by PeopleConnect including TruthFinder.com, Intelius.com, Instantcheckmate.com and USSearch.com.
  
   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,
  TruthFinder Support

• Initial Complaint

  Date:01/13/2024

  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 in an identity protection program in the ******************* (ACP) for stalking and domestic violence. It appears that both my legal name "*********************************" of *********, ** and previous name of "***************** Surface" *******, **, *********, ** and other cities along with my age of 60 has been posted as available information to anyone. I received a letter to use the suppression center and when I do the button function does not work. I have written 3 letters trying to remove my personal information. I would therefore request that truthfinder remove my listing completely including affiliate sites and relatives listed. As the relative is a stalker being listed with them has caused issues with credit and veteran's benefits.I would greatly appreciate your help as the threat of stalking has endured over ten years. Any assistance to remove this would be helpful. I have enclosed the two pictures of my listed info but I did not send copies of the letters sent by truthfinder as they basically said my email did not match up with the names listed.

  

  Business Response

  Date: 01/16/2024

  Dear *****************************,
  
  This response is in regards to the consumer complaint from *************************************** ********. 
  
  TruthFinders 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 both reports for *****************************. The removal process takes between 24 - 48 hours to be completely removed from our website. In addition, clearing the cache on the device used to perform the search is recommended. Removing the link from the device will be helpful. If **************** is still seeing their information displayed even after clearing their cache, they contact ******************************* by email and  provide a screenshot along with the *** of the information they would like to have removed. 
  
   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,
  TruthFinder Support
  
  

  Customer Answer

  Date: 01/16/2024

  
  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

  Date:01/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used ************ for someone, I was initially charged $1.00 for a free trial. Then was immediately charged $39 for the service. I reached out and they couldn't find my account. I had to log in and show screen shots where I canceled months ago and sent out numerous emails and no one has gotten back to me. I would like a full refund of $108.12. The $68 charge is outrageous

  

  Business Response

  Date: 01/16/2024

  
  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 TruthFinder 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.
  
  The account that was created with the given information has been cancelled, and a full refund was issued as of April 23, 2023. No recent charges have been made to this account, as shown in one of the TruthFinder screenshots provided by ****************. To further investigate the situation of ****************, it is necessary for her to provide the following to assist in identifying the membership in question:
  
  The last date and amount of the final charge(s) incurred
  The first 6 and last 4 numbers of the card charged
  The PayPal email address or PayPal Transaction ID Number
  
  It should be noted that the company mentioned in one of the screenshots provided is OnlinePeopleFinder. The company in question is not associated with TruthFinder. Therefore, any inquiries regarding cancellation should be directed to them. 
  
  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,
  TruthFinder Support
  
  

• Initial Complaint

  Date:01/10/2024

  Type:Billing 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 site is a scam It not only did t provide the service i was charged for Its deceptive in charging you for a subscription you are Not aware of u til you are charged AGAIN!Will not answer their supposed phone number Or settle through chat I tried everything scam

  

  Business Response

  Date: 01/12/2024

  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 TruthFinder 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 *******************************.
  
  While an inaccurate report is rare, this can occur from time to time. We gather our information from numerous public sources. This information is then uploaded to our database. When you purchase a background report from TruthFinder, we guarantee that we will search every database available to us. However, because we simply display records as they are provided to us, we cannot guarantee the content of the records that *** show up in a final report.
  
  We have cancelled all memberships and refunded Cina Fergusons 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 *** vary.)
  
  Sincerely,
  TruthFinder Support