ComplaintsforSheerID Inc

• Initial Complaint

  11/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've already been verified for my search and rescue team though sheerID, ID me expert voice, and govX and yet when I submit my badge your system rejects it as well as my EMT card. IDme is far better and easier to work with and actually has customer service number.

  Business response

  11/29/2021

  Hi *******,
  
  Thank you for providing feedback about your recent experience with SheerID support. We appreciate the opportunity to find out how we can improve our services.
  
  Looking at your request history, we can see that you have most recently been approved for the first responder offer from ********. Your first verification request for the offer was abandoned without document upload, but we can see that your second request may have been denied in error. Unfortunately, we can no longer access your documents because they were purged per our security protocol, but we do apologize for this mistake. However, we see that your third attempt was successful as all the information you provided on the form matched the information displayed on your uploaded document. 
  
  SheerID is a third-party verification company, so we verify first responders for offers from different companies, many of which have differing criteria. We do not save your personal information or share your verified status with any company but the particular retailer that you submitted a request for. We’re sorry that you have found this process to be inconvenient, but are always happy to help through our support department.
  
  We have found that providing consumer support via email is the most secure method when handling consumer information, as well as coupon codes and account-based links. Please note that our support team is available 24 hours a day to answer your questions about the verification process.
  
  Thank you again for taking the time to reach out with your feedback. Please don’t hesitate to reach out to our support team if you have further questions.
  
  Kind Regards,
  SheerID Verification Support
  

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  SheerID is not verifying my student status so I can receive a discount. Firstly, their website did not process my documents and give me my verification status. When I reached out to their customer service AND support teams, I barely received a response. I was asked to send documents verifying that I am a student, and after I sent them the documents multiple times, they responded essentially saying the same thing in the first email they sent me (request for documents). I sent them my documents yet again, and included additional documents just in case, but I still have not gotten a response from any of their teams. I do not understand why they cannot verify my status or simply COMMUNICATE what they need from me to proceed. Their customer service and communication is horrible, and they are unable to do their job. I have been waiting for two weeks just to make my purchase so that I can use the student discount, but apparently it is too difficult for SheerID to do their job (bare minimum).

  Business response

  09/01/2021

  Hi ******,

  
  Thank you for taking the time to leave feedback about your recent experience with SheerID. We’re grateful for the chance to help you finalize your verification request.

  
  Unfortunately, when we looked up your request history, we were unable to find a request where documents were uploaded, or any responses to our messages asking for your documentation so that we could upload on your behalf. We did find several pending requests that expired while awaiting document upload. If you saw an error message when attempting to upload your document, it could be that the request had already expired and prevented it from being uploaded and reviewed by our team.

  
  To clarify, we never received any documents from you, and at this time the requests you submitted have expired. However, we would be very happy to help you submit a new verification request and upload documentation using our secure customer support platform.

  
  To submit a new request, simply return to ****’s site and try again. You can contact SheerID support by filling out the form using the link on the verification form if you need help during the verification process.

  
  Kind Regards,
  SheerID Verification Support
  

  
  

  Customer response

  09/01/2021

  
  Complaint: ********
  
  I am rejecting this response because: I have sent multiple emails to different SheerID email addresses about this. It is possible that they went to the spam/junk folder, so I advise them to check it.  I cannot use the **** website SheerID because it is saying that I have exceeded the request limit. I am attaching my documentation and I can also send proof that I have sent multiple emails to their company.

   

  I would like to be verified for the student discount as soon as possible since I have sent you my documentation. It seems that emailing them is not working so it would be best if we could resolve through the BBB. 
  
  Sincerely,
  
  ****** ********** 

  Business response

  09/02/2021

  Hi ******,
  
  Thank you so much for providing these screenshots for investigation by our engineering team. We’re concerned that we didn’t receive your emails through our support platform and are looking into it. 
  
  We’re so glad that you received your student discount code now that we were able to finish processing your request. Please accept our apologies for the inconvenience this has caused. Thank you again for bringing this situation to our attention.

  
  Please don’t hesitate to contact SheerID with further questions or concerns about the verification process.
  
  Take care,
  SheerID Verification Support
  

  Customer response

  09/03/2021

  
  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

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After multiple email communications with SheerID and submission of proper documentation to obtain a military discount, have been unable to obtain proper code. Unable to reach via phone, only email communication that they do not respond to. Have used Id.me in past with no issues. Starting to think SheerId is a scam

  Customer response

  08/19/2021

  complaint ******** has been resolved thank you!

• Initial Complaint

  08/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Nike .com uses sheer id for military or veterans discount.They will not issue a code to me wanting more info.I have received this discount many times before.This is clearly a scam wanting my sensitive information.I get veteran discounts all the time.I have id .me account that verifies discounts like this they have a list of ways to verify you as a veteran.When someone in a email asks you to send your personal information its a scam.Nike.com are scamming veterans and phishing for your information.I will continue to purchase from businesses that use id.me accounts for military service discounts.

  Business response

  08/18/2021

  Hi *****,

  
  Thank you for leaving feedback about your recent experience with SheerID. We are glad to have the opportunity to explain the verification process and address your concerns.

  
  As our support agent was able to explain, SheerID works with respected authoritative partners to check the details a customer provides on the verification form against official records. If a person’s status is not instantly verified, he or she is given the opportunity to upload a document as proof. Documents are automatically deleted from our system immediately after review, and we always advise that customers redact any sensitive information from their documents before uploading them.

  
  While we do share the results of your request with the retailer, we do not rent or sell your information, use it outside of the context of your verification request, or store documentation uploaded to our system. If you’d like more information, check out our website at http://www.sheerid.com/about/. 

  
  We can see that our support agent was able to help you finalize the verification process and that you should have received your discount code. If you have any trouble submitting a new request for the Nike military discount in the future, please don’t hesitate to reach out to our support team for help. We are always happy to assist.

  
  Best Wishes,
  SheerID Verification Support 
  
  

  Customer response

  08/20/2021

  
  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

  08/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was recently denied from using a military discount by a merchant based on not being registered in the sheerID system. Until then, I had never heard of sheerID. I am active duty and had my ID card with me to verify my identity but since I wasn't registered online with sheerID, I was still denied. I emailed sheerID customer service to ask: - How are shoppers supposed to know to register for a verification service before shopping? - Why can't the merchant verify my identity onsite with a valid ID? I received a response asking me to send official documents to verify my military status but not answering the above questions. I have not received any notification of an affiliation with the DoD and SheerID and I caution against sharing any official documents with an unauthorized service. I don't think this is fair nor do I know how this is being communicated to many other service members that they need to sign up for a verification service prior to shopping.

  Business response

  08/16/2021

  Hi *****,

  
  Thank you for providing feedback about your recent experience with SheerID. We’re grateful for the opportunity to address your concerns.

  
  We’re sorry that you weren’t aware of the military verification process prior to shopping. That must have been a frustrating situation. The retailers we work with perform their marketing and customer communications, so we don’t have a way to tell potential consumers about the online verification process unless they do product research online and come across the offer(s) we protect.

  
  If you are shopping in a brick and mortar store there are processes you can implement to offer a military discount such as checking an ID. SheerID works with respected authoritative partners to help retailers to perform this same kind of process in a digital world so that people can use a military discount online. 

  
  SheerID helps companies protect their exclusive offers by allowing customers to verify their eligibility. We instantly check the information you provide against official records. While we do share the results of your request with the retailer, we do not rent or sell your information, use it outside of the context of your verification request, or store documentation uploaded to our system. If you’d like more information, check out our website at http://www.sheerid.com/about/.

  
  We show that you have submitted a military verification request and would be more than happy to help you finalize this process via our support platform.

  
  Please don’t hesitate to reach out with any further questions you may have. 

  
  Kind Regards,
  SheerID Verification Support
  

*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. ↩