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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/14/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I purchased several record search products on 11/4/18 not disputing that.I called to cancel the trial after I bought those products. the payments were by safecart then. I assumed it was gone. In 2019 Feb I noticed I was still being charged I called then too. Thought it was taken care of then. Sometime in 2020, I noticed it again I called to cancel again. Thought it was gone. I looked at my statement yesterday and the charges are still there. It has been 35 months that I have been charged for this service and have only used it once on 11/4/18. I do not feel I should be charged for those 34 months it isnot like I have not been trying to cancel it but I have still been billed $678.30 total for those months. my phone # has changed since then if that matters. please help between family emergencies & pandemic i haven't had much time to deal with this which is why this has gone on as long. This company does not listen i didn't think i would have to get the BBB involved. I can't afford thisBusiness response
09/23/2021
To whom it may concern,
I understand the concern expressed by ************************* regarding the ongoing billing he observed for their Infotracer.com and RecordsFinder.com accounts. The convenience of our customers is a priority and we make it easy to cancel. There is no need to contact ************** subscriptions can be cancelled with the click of a button from the member's account. If a customer does wish to get in touch, our dedicated team of experts is available 24/7 and can be reached by phone, email and chat. After carefully reviewing our phone logs and ***** Bottom's account details, I am unable to locate a record of any calls from ************************* to our ************* team. It may be that ************************* contacted the billing processor, Safecart, directly in lieu of reaching out to our ************* team; if so we would not have access to those interactions. In light of this, it appears the first contact to us occurred via email on September 14 of 2021, which was followed by a phone call. During the call a refund was processed for six months of charges. As a further courtesy, an additional six months of refunds have been processed for a total of 12 months, and the same process was completed for the RecordsFinder.com account. Please allow 3-5 business days for the funds to post.
Sincerely,
Infotracer.com TeamCustomer response
09/28/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
09/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Infotracer.com took all information out except my name. Which is tied to my ph#. when you do a ****** search. I want all information taken out on me. This invades my privacy. I do not want anymore unwanted calls or texts.Customer response
09/23/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
My personal information is still on reversephoneno.info and I want them to take that down, my personal information was never available in public records; it has only been acquired through data breach and I constantly receive scam calls.
Business response
09/23/2021
To whom it may concern,
We take privacy seriously, and the concern expressed by *************************** is understandable. It is important to note that our dedicated Opt Out team has worked closely with *************************** to resolve this matter. The information has been removed as requested and confirmation of said removal has been shared via phone and email. During these earlier communications, we stated to ***************************, that we have removed their information from our platform. However, we do not control data that is processed by search engine platforms. In light of this *************************** may contact the search engine platform directly for further help with their request.
Sincerely,
Infotracer.com Team
Business response
09/23/2021
To whom it may concern,
Please note that this query refers to a partner site, reversephoneno.info, but has been filed with Infotracer.com. I have carefully reviewed the concern shared by ***************************. While we are unable to guarantee that public data will not be made available again, we can confirm ******************************* information has been removed and no longer populates when searched on reversephonno.info. This detail was also shared with *************************** during a call with our Opt Out team. Keep in mind, we make data privacy easy, it is possible to opt out directly from our website. Our opt out tool can be found here:
https://infotracer.com/optout/Sincerely,
Infotracer.com Team
Customer response
09/26/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I just want them to leave me alone I opted out of all listings with
your companyBusiness response
10/17/2021
To whom it may concern,
We understand the concern expressed by *************************** and we have worked to ensure this matter is addressed. It is important to note, their information has been removed from our platform and a confirmation email sent affirming this. The same information was also communicated to *************************** via phone. Our Compliance Team has taken the steps necessary to fulfill this request, but please keep in mind, we do not control data that is processed by search engine platforms. You may contact the search engine platform directly with your request.
Sincerely,
Infotracer Team
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Customer Complaints Summary
92 total complaints in the last 3 years.
42 complaints closed in the last 12 months.