Complaints
This profile includes complaints for IdenTrust, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/29/2023
Type: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.
We have had a digital signature certificate with Identrust for several years. The paperwork and application was laborious and took a very long time to get. We were recently sent information on how to renew our certificate - we followed the steps and thought we had renewed. We were sent a confirmation that our certificate was active again, and we started using it. We were just told by the jurisdiction that we submitted our supposedly certified drawings to that our certificate had expired. When we went onto Identrust's website to see what was going on, it listed our certificate as "revoked," and it showed the new one we had just received as "expired."When I called to ask what was going on, I was told that when we followed the steps we were given to renew our certificate, the system apparently created a new one. That new certificate expired after a few weeks (with no notice to us), so the system now shows that our original certificate was revoked (it wasn't), and our attempt to renew by following all the steps we were given yielded a new certificate that is now expired.So we are now told that we need to start all over again with new paperwork and a new account. Meanwhile our permit review is on hold until we can get an active certificate.This is BEYOND FRUSTRATING - we have already had a certificate in good standing for years, but because of their system's error, we now have to start all over again. And the process might take months, as it did last time. This is totally unacceptable, and is no fault of our own. We need our certificate ASAP, but we are stuck at step one again.
Business Response
Date: 03/29/2023
The IGC Certificate Policy and Federal Bridge Certificate Policy have strict criteria including identity verification of both the applicant and the organization. While the process may be laborious, it is essential to comply with the requirements of public trust. IdenTrust is heavily audited to ensure this compliance, including the extensive WebTrust audit annually.
In an effort to help reduce the amount of time it takes to obtain a certificate IdenTrust provides step-by-step instruction when renewing a digital certificate. The user received the following renewal instructions via email on 01-12-2023:
To begin the renewal process please follow these simple steps:
1. Go to the computer your certificate is installed on.
2. Open browser and go to www.IdenTrust.com/login.
3. Choose your certificate and click "OK". You may be asked to enter your private key password.
4. Click on the "Renew Now" button at the top of screen.
5. Complete the process by following the on-screen instructions.
According to the time-stamped account history, the user did not select 'Renew Now', but instead chose 'Replace Your Certificate'. The user then followed steps to replace their certificate, completing that action on 01-18-2023 when the replacement certificate was retrieved. Once retrieval completed the original certificate was immediately revoked, prohibiting the use of two valid certificates at the same time. Revocation is absolute and the replacement certificate is the only valid certificate until it is renewed, or expires. A replaced certificate retains the original expiration date of the certificate, in this case 02-12-2023. The user was sent the same renewal instructions on 01-29-2023,02-06-2023, and 02-10-2023 but failed to renew the certificate prior to expiration.
The user may also review bank statements and note that payment details were not submitted during replacement,nor did IdenTrust attempt to collect any fees. This is also confirmation that the certificate was replaced, not renewed.
We acknowledge the frustration of having to reapply for the certificate and undergo policy-required verification.It is unfortunate the renewal did not occur; however, IdenTrust met policy requirements by sending renewal notices to the user (notices also sent on 11-13-2022 and ***********, maintained policy requirements by revoking the original certificate, and again when the replaced certificate expired. IdenTrust shall not be held responsible for user error.
To help expedite the process of obtaining a new certificate the user should ensure that all required documentation be complete and accurate prior to submitting to IdenTrust for processing. Follow the instructions on the second page of the forms packet and be sure to fill in all required fields. User should also complete the electronic verification of their email address upon application submission, and notify their *************** and/or leadership team to expect a validation call from IdenTrust which is required prior to the certificate being approved.
Supporting policy and agreement documents may be found here: *********************************************************************Customer Answer
Date: 03/29/2023
Complaint: 19867606
I am rejecting this response because: the online instructions were not clear. We are using another company with much better customer service. Hopefully others will see this complaint (as well as other similar ones) and stay away from Identrust.
Sincerely,
*****************************Initial Complaint
Date:12/10/2022
Type: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.
Hello I am ******** ******* I'm a senior at Pace University writing a final paper; I've come across this company issuing out fake SSLS to several ASIC companies based in Russia with matching SSLs' I've come across this because the final paper is regarding the abuse of SSLS and certificate authorities. If you do not report these people. Please look at the matching SSLS on both these websites. *********************************************************************** ******************************************************************************************************************************************** As you can see, Innosilicon G32 never was released; this company is stealing information and also allowing "clients" to spoof SSLs. How is this possible to go under without a lawsuit? They need to be internally audited. They're trustpilot is .5 out of 5 stars. & I'll gladly let you know that both the fingerprint and Authority key match. This company is operating with sanctioned companies by the US; and thus are doing illegal activities.Business Response
Date: 12/12/2022
Thank you for your concern, however this complaint is not applicable to IdenTrust.
IdenTrust does not sell or export any goods, digital or physical to Russia or any other embargoed countries or sectoral sanctions. We are audited under WebTrust, links to audit reports available by selecting the associated WebTrust seal on our website.The TrustID Certificate Policy (https://www.identrust.com/sites/default/files/resources/identrust_trustid_cp_v4.8.4_12022022.pdf) and TrustID Certificate Practice Statement (https://www.identrust.com/sites/default/files/resources/identrust_trustid_cps_v4.8.4_12022022.pdf) state in section 9.15 COMPLIANCE WITH APPLICABLE LAW :
This CP shall be subject to applicable national, state, local, and foreign laws, rules, regulations, ordinances, decrees, and orders including but not limited to restrictions on exporting or importing software, hardware, or technical information.
The certificates outlined in the complaint for websites ako-tazit-kryptomeny.sk and dct.biz are both issued by an organization named Let's Encrypt. I've attached copies of the crt.sh for both, showing the details of both certificates including issuing organization.The certificates are cross-certified from DST Root CA X3 to ISRG CA(s) and we will be contacting Let’s Encrypt on behalf of the reporter to address this concern.
Further concerns regarding potential Phishing/Malware/Scam/etc. issued by letsencrypt.org should be addressed with Let’s Encrypt, instructions available on their website, https://letsencrypt.org/docs/faq/
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