ComplaintsforSheerID Inc

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm trying to verify my overseas military status for GoogleFi. I uploaded my PCS orders that state my overseas tour is 36 months with RNLTD of August 2022. I'm still in *******... I will be here until August *****... After uploading my PCS orders, I received a message "The document has already expired or was issued too far in the past. Please upload a more recent document." Active Duty PCS orders do not expire... Please assist and better train your personnel on how to read military orders.

  Business response

  09/13/2024

  Hello ******,

  Thank you for reaching back out, were happy to further clarify. 

  We understand your continued frustrations with your attempts to verify for the ****** Fi offer. After a formal investigation, it appears one of our email agents has already reached out to you with a resolution at this time. Please be sure to check your inbox for further assistance.

  Kind Regards,
  SheerID Verification Support

  Customer response

  09/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a retired U.S. Air Force Veteran and LinkedIn is offering a Premium Membership to Military and Veterans. SheerID is the company (which I have been successfully verified by for other items) that is verifying that you are military or a veteran. They ask that you send in items like Discharge papers, DD214, VA id, or DOD id. I sent in these items one by one at separate times and each time I was told different things -The document is not official or on the list of accepted document types, the document is insufficient for establishing eligibility for this offer, or the document does not prove you are a status eligible for this offer.

  Business response

  09/06/2024

  Hi *******,

  Thank you for taking the time to reach out and leave feedback about your experience. We apologize for the inconvenience you have experienced in relation to your LinkedIn verification experience thus far. After an internal review, we can see you have already reached out to our Email Support Team to request assistance. At this time, your request has been forwarded to our Escalations team so you should be hearing from them shortly.

  Kind Regards, SheerID Verification Support
  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Verification process for military affiliation for **************************** roaming exemption.We have submitted the official documents requested (PCS orders to the *** *********************** DDG 56 and Deployment Letter from *** *********************** DDG 56). Over a week of back and forth and still no resolution and ****** Fi says they cannot bypass the verification process so we cannot proceed. We have tried to contact customer service and have not been given a path forward. Active duty deployed spouse cannot get his status overseas verified to continue using the international roaming while deployed overseas on the *** *********************** DDG56.

  Business response

  08/23/2024

  Hello ******,

  Thank you for bringing this to our attention and leaving feedback regarding your experience. 

  We apologize for the frustration you and yours have experienced with your attempts to verify for the ****** Fi offer. With the provided information, we have been able to retrieve the prior correspondence with our email agents and the still open ticket waiting for a response has been forwarded to our escalations team at this time. They should be reaching out shortly.

  Kind Regards,
  SheerID Verification Support

  Customer response

  08/23/2024

   
  Complaint: 22183065
  
  I am rejecting the company response because despite providing proof of serving on the ship and the ship's deployment letter that includes dates of deployment, they are still saying it is not enough to prove that he is "stationed overseas." I have also included a photo of the ship published with the date and overseas location in the photos caption as they seem to desperately want a location. 

   I believe the reason for the miscommunication is coming from the difference between "serving abroad" as listed on ****** Fi's webpage and "stationed overseas." 

  A deployment on a ship is the epitome of serving one's country overseas and it is creating an undue stress to have to continue to provide these documents and possibly be losing the access to connect.

  As it stands now, the verification company is stating the service member does not qualify for an exemption for the international data roaming. This is an issue that will cause many service members serving abroad to lose their only link to their homes. You may not know, but on a ship, texts and phonecalls do not go through: the data is the only link they have to connect. 

   I urge you to reconsider the documents you seek to verify "serving abroad" in light of the difficulties we are experiencing. 

  
  

  Business response

  08/26/2024

  Hello ******,

  Thank you for reaching back out, were happy to further clarify. 

  We apologize for the continued frustration you and yours have experienced with your attempts to verify for the ****** Fi offer. After a review of our internal support system, it appears a response was not received after the escalation team reached out. We must emphasize if a resolution to you and yours current verification needs is to be met, the best course of action is to continue working with the escalation team. The escalation team awaits your reply.

  Kind Regards,
  SheerID Verification Support

  Customer response

  08/26/2024

   
  Complaint: 22183065
  
  I am rejecting this response because the requirements from ****** Fi differ from what SheerID state they need in the email chain. 

  The documents originally provided meet the requirements listed of ****** Fi's page. 

   

  Sincerely,
  
  ***********************

  Business response

  09/05/2024

  Hello ******,

  Thank you for reaching back out, were happy to further clarify. 

  We understand your continued frustrations with your attempts to verify for the ****** Fi offer. As previously mentioned, we must emphasize if a resolution is to be achieved, the best course of action is to continue working with the escalation team. An additional ticket has been sent to our escalations department to assist you further going forward.

  Kind Regards,
  SheerID Verification Support

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am eligible for a ******** Assist Program. I send the *** benefit acceptance letter, the same one I use to qualify for other programs for low income. The response they give me is the document is not official. There is no way to speak to anyone about their computer error. I am definitely low income $1113 per month

  Business response

  08/08/2024

  Hello ******,

  Thank you for bringing this to our attention and leaving feedback about your experience. At this time, SheerID does not provide phone support, but we are happy to continue assisting you via email.

  We apologize for the frustration you have experienced with your attempts to verify for the ******* offer. With the provided information, we have been able to retrieve your prior correspondence with our email agents and your latest ticket has been forwarded to our escalations team at this time. They should be reaching out to you shortly.

  Kind Regards,
  SheerID Verification Support
  

  
  

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in every document they asked for today. My driver's license, my ****** and my court-ordered adoption letter. Every single time, it was rejected. The continuously claim my name doesn't match, or that the documentation is not official. 1: The name won't match. I AM ADOPTED. SEE THE PAPERWORK. 2: The documentation is 100% official.

  Business response

  07/29/2024

  Hi *******,

  Thank you for taking the time to reach out and leave feedback about your experience. We apologize for the inconvenience you have experienced in relation to the name discrepancy concern. After an internal review, we can see you have already reached out to our Email Support Team to request assistance. At this time, SheerID does not have phone support and the best means of reaching a resolution to your current verification concerns is to continue communicating with said Email Support Team.

  Our capable email agents have responded to your request and will be delighted to receive your response and provide appropriate next steps.

  Kind Regards,

  SheerID Verification Support

  
  

• Initial Complaint

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The posted SheerID support number ************** won't allow access until subscription to claim a prize. The second attempt had a different response where is requires disclosing your age and disconnects. I haven't been able to reach anyone for assistance and I suspect fraud. Their affiliation with Spotify furthers my suspension that my security of my identify has been compromised. Neither company can be reach by phone and they both work together.

  Business response

  07/15/2024

  Hi ****,

  Thank you for taking the time to reach out and leave feedback about your experience. We apologize for any inconvenience you may have experienced. At this time, SheerID does not have phone support, so in order to best assist you with your verification request, please contact our email support team here: ***************************************************.

  Once you fill out the form, if you have not already, one of our capable email agents will be delighted to review your request and provide appropriate next steps.

  Kind Regards,

  SheerID Verification Support

  
  

  Customer response

  07/15/2024

   
  Complaint: 21985015
  
  I am rejecting this response because: It ignores my concern - I have filled out a form and contact support. That led to a cycle of emails across 3 days and no solution thought I have diligently responded and completed all requests. This experience prompted the BBB complaint and led to another potential cycle of emails. 
  
  Sincerely,
  
  *******************

  Business response

  07/16/2024

  Hi ****,

  Thank you for responding, I'm happy to further assist.

  After a review of our records, it appears you should have received a response from one of our Email Agents with a resolution to your current verification concerns. Please continue to engage with our Email Agents as they are the best source of assisting you.

  Our customer service team is available 24/7, 365 days a year. We are sorry again for any frustration that *** have been caused.

  Kind Regards,

  SheerID Verification Support

• Initial Complaint

  05/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a yoga teacher and I want to apply for *********'s discount. As this is my first time, I was not sure what kind of insurance was needed, so I tried using my home and my company business insurance, but they were not accepted. Eventually, I realized that I needed personal commercial insurance. I then contacted SheerID to provide the required documents. They stated they would respond within 48 hours, but many days have passed without any reply. I then tried contacting the person I initially spoke to via email to ask them to re-evaluate my eligibility, but they replied that they could not process my verification request because my documents had been altered. However, I have not modified any documents; they are my own, I just obscured some personal information that I did not want to disclose. Initially, the customer service representative, ****************, only asked me to provide commercial insurance and did not reject my application, but the new representative, *****, has twice refused to verify my identity. Firstly, I am a yoga teacher and a member of the Yoga Alliance. Secondly, I have a driver's license and personal commercial insurance, which fully meet the application requirements. However, they have directly refused to verify my credentials, and their response time is extremely slow.

  Business response

  05/28/2024

  Hello *****,

  Thank you for bringing this to our attention and leaving feedback about your experience. 

  We apologize for the frustration you have experienced with your attempts to verify for the lululemon **************** offer. With the provided information, we have been able to retrieve your prior correspondence with our email agents and your latest ticket has been forwarded to our escalations team at this time. They should be reaching out to you shortly.

  We once again appreciate your feedback and thank you for your understanding.

  Kind Regards,
  SheerID Verification Support
  

  
  

  Customer response

  05/28/2024

   
  Complaint: 21762746
  
  I am rejecting this response because:

  Their customer service still insists that my documents have been altered and cannot be verified. I don't know what has been altered and I can't understand why they can't help me with the verification. Despite multiple resubmissions of my documents, they refuse to review them and reject them outright. This handling attitude is very disappointing! They are just making excuses and not solving the problem.

  
  Sincerely,
  
  *********************

  Business response

  05/31/2024

  Hi *****,

  Thank you for providing additional feedback.

  Our most sincere apologies for your continued frustration.

  Per your messaging and our internal documentation, I see you have been conversing with one of our escalation specialists regarding your recent verification request. Please note that they are the best point of contact at this time regarding your verification needs.

  Kind Regards,
  SheerID Verification Support
  

  
  

  Customer response

  05/31/2024

   
  Complaint: 21762746
  
  I am rejecting this response because:

  Their so-called senior customer service is like a robot. They didn't help me at all and just told me that they couldn't assist with verification, asking me to give up.
  
  Sincerely,
  
  *********************

  Business response

  06/07/2024

  Hello,

  Thank you for reaching back out again regarding your experience.

  As mentioned in our reply back to your support ticket, we are unable to process your request as the documentation provided is insufficient. For additional assistance we would recommend contacting lululemon directly at *********************************.

  Kind Regards,

  SheerID Verification Support

  Customer response

  06/07/2024

   
  Complaint: 21762746
  
  I am rejecting this response because:

  They haven't thought of helping me solve any problems so far; contacting all the departments has been useless.
  
  Sincerely,
  
  *********************

  Business response

  06/24/2024

  Hi *****,

  Thank you for responding, we are happy to provide further context.

  After an internal discussion, it was determined that your request was declined during our internal verification process. In an effort to preserve our anti-fraud security, we are unable to provide further information at this time.

  We're sorry for the inconvenience and appreciate your understanding.

  Kind Regards,

  SheerID Verification Support

  Customer response

  06/24/2024

   
  Complaint: 21762746
  
  I am rejecting this response because:

  They can do nothing for me, Im so disappointed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Organization denied my eligibility even though I am completely qualified and in fact eligible the organization is fraudulent for offering service and denying it even though consumer is eligible.

  Business response

  04/22/2024

  Hello *****,

  Thank you for taking the time to reach out and leave feedback about your experience. 

  We apologize for any inconvenience you may have experienced. Our records indicate that our escalations team reached out to you via our support platform where we are happy to see your issue was resolved and your verification approved. 

  If you have anything else further, please let us know. 

  Again, we apologize for any inconvenience you have experienced, and we appreciate your feedback.

  Kind Regards,
  SheerID Verification Support
  

  
  

  Customer response

  04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  SheerID is partnered with the ********** of ******* and is providing erroneous information regarding veteran disability status to their clients using data they have gained access to with the contract to the ** government. When asked for verification on where they are getting their information, they state the ********** of ******* (DoD) (emails on 3/11/2024, and 3/7/2024) but without providing information on which agency within the DoD or on how to correct information they are then sending to commercial companies incorrectly. This is then causing hundreds of military veterans to be charged hundreds of dollars in appropriate fees based on false and incorrect verification.For example, they are contracted with Vail Resorts on the **** annual pass. Vail Resorts provides discounted fees based on level of military disability that vary form $172 to $586 to $989. Because SheerID is providing **** with false data, Vail Resorts is telling disabled veterans they do not qualify for discounts they are in fact eligible. This is not ********** fault, but SheerID who refuses to either 1) correct false information they are providing, 2) tell their clients the information they provide may be inaccurate and 3) provide veterans (in this case) with information on where they obtained the information and how to correct it. This is costing disabled veterans (in this case) hundreds and potentially thousands of dollars (if family is included).

  Business response

  03/12/2024

  Hello *****,

  Thank you for reaching out regarding your concerns. 

  As previously stated in correspondence with our support escalations team via email, SheerID works with a proprietary list of respected authoritative partners to instantly check the information veterans provide against official records., meaning that we are unable to confirm the exact sources of the data we utilize to process verification requests. 

  SheerID verifies Vail Resorts consumers based upon the affiliation selected on the verification form. Note that pass type and affiliation selections are chosen by the consumer during the verification process, and official records are checked based upon those selections. Should a consumer not be instantly verified, they are always given the opportunity to upload an official document confirming they hold the status they selected. 

  SheerID support teams are available 24/7/365. We are always happy to assist veterans who have trouble with the verification process. Should any veteran have trouble with their verification, they can reach out to us directly for personalized assistance. Verification is an individual process, and we strive to support each consumer to the best of our ability.

  Thank you again for reaching out, and we appreciate your feedback. 
  Kind Regards,
  SheerID Verification Support
  

  
  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  LinkedIn provides free premium subscription to veterans and the spouses of veterans, as long as they fit the criteria, one of the criteria being that they apply within six months of the service members end of service. I have repeatedly applied and repeatedly been rejected.My husband got out of the Navy November 18, 2023, I have been applying for the past few days, so around the month after end of service, well within the six-month time. Period required.Sheer ID says I need a DOD ID that is not expired, which is not possible as my husband is not active duty anymore.One of the papers they say they accept is the ** 214, which a service member receives at the end of their service. I have supplied them with the ** 214. ACTIVE DUTY CAN NOT HAVE A ** 214- A NON-RETIRED VETERAN CAN NOT HAVE AN ACTIVE DOD ID. They are not seeing the contradiction in asking for a ** 214, yet demanding a non-expired ID. LinkedIn says they offer the one year, free premium for veterans AND active duty. Not active duty only. If sheer ID are deciding, by only allowing current IDs, then non-retiring veterans can not be approved. That means to sheer id veterans are not eligible, when LinkedIn says they are.I have repeatedly talked to their customer service, and they dont seem to understand the difference between veteran, and active duty.I only want what I am eligible for. The one year free subscription to prime

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