ComplaintsforID.me, Inc.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need to access my *** account which requires I use Id.me to sign in. I mistakenly entered an old password to sign into ID.me and my account got suspended. I emailed their customer support numerous times over the past 2 weeks but keep getting the same "canned" email response with no resolution.They have no phone support or chat and even their corporate phone number in VA will not let you connect to anyone but keeps telling you to call back during normal business hours and I called during normal business hours. If you scroll the internet's consumer complaint websites, there are thousands of unresolved customer complaints against this company.I cannot understand why the *** is using them.

  

  Business response

  10/11/2023

  Hello,

  I see that you were able to last log in to your ID.me account on 10/4/2023 and were previously able to verify and consent to two partners on 9/27/2023.

  Should you have any other issues with ID.me, please reply to the most recent email you received from ID.me Member Support.

  All the best,

  ID.me

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ID.me used to access a government site. I set up an account to access this site, but it states I already have another email associated with ID.me. They fully update my current information, but now I cannot log into the government site because it says there is another email associated. I reached out for support, but there is no phone number. I sent in a request for support.... no response.

  

  Business response

  09/20/2023

  Hello *****,

  I am sorry you experienced difficulty with your ID.me account. I see that one of our agents was able to update your email per your request, and that you were able to log in most recently on 9/15.

  Should you have any issues, please reply back to the most recent email from ID.me Member Support.

  All the best,

  ID.me

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/31/23, I already had Id account associated for taxes created in 12/2022. I was rerouted to verify my identity again with DL, face Id to start the process of filing an claim for unemployment benefits but was only to be informed that my identity was already verified using an email I never created or ever had access to. Went through several automated emails and following instructions to chosing the option for fraud and suspicious activity. Only to land the original email I used is now suspended and informed that an case will be opened up and escalated. the chat with a live agent option is only given via email and expires after a few hrs. I have over 13+ emails with no resolution. I requested for my account to be deleted and have In person verification done,issue still not resolved. I was laid off not by choice at company for over,7+ years. Meanwhile, I have no source of income due to your robotic, only online, via chat options. This is horrible to allow the internet to have fate over your finances with little or no regards to people with honesty and integrity. This ID me has poor responses, and rerouted emails with different agents saying they will help you but only to get another one with no resolution. ID me allowed a scammer/hacker to verify my identity and I'm paying the price for it and can't file my benefits after several requests to delete all accounts and allow me to do in person verification. My issue at have is not resolved and still un able to file my benefits and I do have all supporting information/emails for records

  I do not have access to the email address ************************ for several months, I thought all my important information was updated (Due to my phone was wiped due malware being on it and eventually replace. But I do remeber having  id me on that phone and it was ID app with push/approve mfa.( I lost everything I had on that phone)  So this email is unrecognizable to me because I don't have access to it.  I've been reaching out and submitted several tickets for assistance and even an compromised /support ticket as well since 8/31/23. Since I was not able to get anything resolved I created 2 other accounts **************************** and *************************** (was unaware you can only have one account fior **********************. I never foreseen the future of me using that until now/ previously for irs  and student loans. But since I'm laid off downside from my employer, I'm on here to file fir unemployment benefits with Sc unemployment DEW.  Some one please assist me, all I've been getting is an agent will be with you asap. But only to get an auto message from ********; the. Then told its being investigated. But now all accounts are suspended excepted for this one,i started this process on 8/31/23

  Customer response

  09/20/2023

  I still continued to reach out for assistance/ help to get my issue resolved since I filed an complaint no one is responding to my emails and it doesn't allow me to submit any support request tickets as if I've been block from doing so on the id.me website, I basically don't have any income coming in due to a lay off and not being able to file for my benefits Unployment is hindering me financially. This whole situation is horrible, I can't get an update to what's going on or resolution someone please help me

  Customer response

  09/27/2023

  Its been 14 days and I have not received an update yet to why my account issues is not resolved

  

  Business response

  10/02/2023

  Hello

  I'm sorry you were having difficulty with your ID.me account. I see now that you were able to successfully verify on your account with the email **************************.

  Should you have any other issues, please reply to the most recent email you received from ID.me Member Support.

  All the best,

  ID.me

  Customer response

  10/26/2023

  Resolved 

   

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I use ID.Me accounts in to perform must of my job as a CPA and tax resolutions issue. My account is *********************** ID.ME suspended my accounts claiming there were some suspicious activities on the account. This has made difficult to resolve my clients tax issue which has lead to so much tax penalties. It is absolutely impossible to reach agent with ID.me to get the issue resolved or at least explain what the suspicious activities are. It is very frustrating not to get the ID.me agents either through email or phone to resolve the issue. I will highly appreciate it if i can get assistance in resolving the issue.

  

  Business response

  09/14/2023

  Hello ********,

  I'm sorry to hear you experienced issues with your ID.me account. We take account security very seriously and completed a full review of your account to ensure your personal information is safe.

  I see that one of our account specialist was able to reinstate your account on 8/16. You can now proceed with completing your verification. Should you have any more issues accessing your account or verifying your identity, please reply to the most recent email you received from ID.me Member Support.

  All the best,

  ID.me

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My account with ID.me was suspended for what they claim was a hack attempt on my info, 7/11/23. Went thru their verify process and was assigned a File # ********. In order to see the status of the file, you have to login to your account! How am I supposed to do that when my acct is suspended? I filed my income tax thru *********, and they won't release my funds until ID.me allows me access to my info. I'm asking you to step in on my behalf and find out what my status is.

  

  Business response

  09/05/2023

  Hello,

  This member is being investigated by our account specialist team due to concerning activities on their account. We will not be able to reinstate their account until a thorough investigation is complete, but we have been letting the member know that we are still investigating. Are we able to close this complaint out?

  Thanks,

  ******

  

  Business response

  09/20/2023

  Hello *****,

  I apologize for the difficulty you've experienced with your ID.me account. We take account security very seriously and our internal team has conducted a thorough investigation to ensure that your information is safe.

  I see that our team was able to reinstate your account with the email *******************. You can now proceed with verification. Should you have issues with your verification, please reply back to the most recent email you received from ID.me Member Support.

  All the best,

  ID.me

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I created an account to verify my identity for ** Unemployment, during my verification, the site timed out & suspended my account. I’ve reached out numerous of times to get my account reinstated to no avail. Their lack of correspondence is ridiculous! All I receive when attempting to reach someone is the same generic automated email. This is affecting my livelihood, as this affects my income. I hope to never do business with this company again. I just need to get my account active & verify my identity. PLEASE DO YOUR JOB & actually reinstate my account. This is absurd!!!!

  

  Business response

  09/05/2023

  Hello ******,

  I apologize for the difficulty you had verifying your identity with ID.me. We take account security very seriously to ensure that the person accessing your account is always you.

  I see that you were able to get verified and log into your ID.me account. Additionally, you have consented to share your information with ********** DOL on 8/29.

  If you have any other issues, please reach out to our Support team.

  All the best,

  ID.me

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m fed up with ID.me. On five different occasions I set up five different accounts. Why? Because those idiots suspended them one right after another all within 24 hours! The worst of it is I was told by their automated tech that I would be contacted by email within 24 hours and nothing happened! You can’t even contact their customer support if your account is suspended in order to get help. They have the worst customer service I’ve ever seen.

  

  Business response

  08/17/2023

  Hello.

  Thank you for bringing this to our attention. We are glad that you were able to resolve this issue with the help of our team.

  - Support Team,  ID.me

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been locked out of my account as it is saying my account is suspended. I need to apply for unemployment as I have just been laid off from my job. I am unable to regain access to my account and to apply and request unemployment payment. I have sent 5 messages through email as that is the only way you can get in contact with them. The first message I have sent was on 7/11/23 and I have not heard anything from them so I am at a standstill about requesting unemployment payment that I need. I have sent a few more messages/ filled out their form about my problem to reach out to a customer service agent. I have hear nothing and I am very frustrated. Their is no number to call or live agent to talk to. I need someone to get back to me so I can regain access to my account to verify my identity so I can request payment please

  

  Business response

  08/09/2023

  Hello.

  Thank you for bringing this to our attention.

  We are glad that you were able to resolve this issue with the help of our team.

  ID.me Support

• Initial Complaint

  07/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last week 19th of July, ID.me suspended my account. I have filed several complaints with them with no response except that someone will get back to me as soon as possible and its getting late already .They need to give back my privileges because I need to start an IRS account. I waited several months before deciding to start an IRS account and to my surprise they suspended my account which is not right because its my account and it has already been verified successfully without any error. And ever since they suspended my account there was no action from ID.me to correct a problem they started?

  

  Business response

  08/09/2023

  Hello.

  Thank you for bringing this to our attention.

  We are glad that you were able to resolve this issue with the help of our team.

  ID.me Support, 

  Customer response

  08/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I don’t know why they would open my account for me after this complaint, I was told my account would remain remain suspended due to suspicious activities which is still unknown to me. I opened IDme account and added my wife’s email address on it which I have been using for years now so I don’t understand what the suspicious activity is all about and besides it was stated that my account was temporarily suspended not permanently suspended which means it can be opened and that’s what I have been asking for. It’s my account and it’s also my information so I still don’t understand the suspicious activities and they can’t expect me to be okay with that just like that.
  
  Regards,
  
  *************************
  

  

  Business response

  09/05/2023

  Hello,

  This member's account is to remain suspended. Our internal team has done an investigation on their account and found suspicious activity. We will not be reinstating it until our team conducts additional investigation to ensure that the account is not compromised or being accessed inappropriately.

  Thank you,

  ******

  

  Business response

  09/13/2023

  Hello ****************,

  As per our communication to you on August 9th, we are unable to disclose the reason an account is suspended. Our team has reviewed your account and determined it should remain suspended at this time.

  If you disagree with the decision, please reply to the email you received on August 9th, signed from ***, and our team will reopen the investigation.

  All the best,

  ID.me

  

  Business response

  09/13/2023

  Good morning,

  We cannot offer additional details about this member's account suspension on the BBB, for security purposes. The member was informed he needs to reply to the support email if he wants further investigation on his account. We have not received contact from the member since August 9th. 

  I am requesting we close this complaint.

  Best,

  ******

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ID.me account is temporary suspended and I don’t really know why this happened. Please help me fix this so I can access my IRS account using my ID.me account. I need to access my Tax information.

  

  Business response

  07/24/2023

  Hello.

  Thank you for bringing this to our attention. Our team contacted you via email on 7/18/23, 7/20/23, and 7/24/23 to provide assistance. We kindly ask that you respond to one of these emails for help. We look forward to hearing from you.

  -******, ID.me 

*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. ↩