Complaints

The 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:12/31/2023

  Type:Customer Service Issues
  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.

  I have sent them all the information Im comfortable sharing with strangers on the internet. I need this company to verify me so I can receive my unemployment insurance. Im fairly certain this will not happen. I read up about them and a lot of people are having this same problem. This company needs to go away.

  

  Business Response

  Date: 01/19/2024

  Good Afternoon *****,

  I apologize for the difficulty youve experienced with your ID.me account. Our team contacted you via email on 1/3/2024 requesting you to join a video call to complete your identity verification. You may do this using your ****** as you inquired. We kindly ask that you respond to one of these emails from ID.me Member Support for assistance.
  

  All the best,
  ID.me

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  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.

  I have been trying to sign into my ID.me account for a couple of months. It started out saying I had the wrong email address, this kept happening I clicked on forgot password then but my email address in and the link was sent and I followed the instructions on how to reset my password. After that a text was sent with a code to verify that was correct . I signed back in and I would get as far as the scanning of my face then it would go back to I have the wrong email address and the whole process would start over again . I have sent I know 5 tickets for help and not one person has acknowledged one of those tickets EXCEPT the automated system. This is the must frustrating website and how in the world is an automated system suppose to help anyone and I can't believe there is no customer service . This is ridiculous, there was not one thing wrong with the way signing into your IRS account and all of sudden we have a new way to sign in, that is absolutely not working and not one person to help. So now as of today, my account is suspended and I have sent another ticket and not one response. Yes, I have checked the spam..NOTHING. It seems that whoever is over all this crap needs to get rid of these people and get some other people that will respond with some help and not a automated reply.

  

  Business Response

  Date: 01/10/2024

  Hi,
  
  An ID.me agent has reached out today, 01/10/24 and provided next steps on your ticket with us.
  
  Best,
  
  *****************

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  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.

  I have been have a issue with id.me it shouldn't take this long to verify who a person is and on top of that its hold the person up from collect funds to help with hardships

  

  Business Response

  Date: 12/20/2023

  Hi,
  
  Our records indicate that on Monday 12/18/23 at 11:25 an ID.me agent was able to resolve your account access issue. 
  
  Regards, 

• Initial Complaint

  Date:11/17/2023

  Type:Customer Service Issues
  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.

  I am 87 yrs old and has my grand children's, and even great grandchildren trying to help me access this ID me. They Keep asking for documents like pay stub and a much of c*** without having somebody just come online and see who I am so I can find my disability claims with the VA. My next step is to notify my congressman because this is ridiculous it's been going on for almost a month.

  

  Business Response

  Date: 11/30/2023

  Hi,
  
  Please revisit our help site as we have plenty of acceptable that you can use to complete the verification required by the VA. Once you have the correct documentation, we will able to get you verified. 
  
  Best,
  
  ID.me 

• Initial Complaint

  Date:11/15/2023

  Type:Customer Service Issues
  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.

  I've been trying to access my IRS account through ID.me, but despite successfully completing the login, MFA, and selfie verification, I keep encountering an issue. Each time, I'm met with a message saying, "We're sorry, but your information could not be verified. Please ensure that your information was entered in correctly," accompanied by ERROR Code: *****. Despite my efforts using both text support and video chat, the problem persists. I've submitted multiple tickets, but only receive automated responses directing me to additional help articles. It seems impossible to reach a live representative for assistance, and my experience has been extremely frustrating and disappointing due to the lack of consideration for customer experience.I hope that a representative from ID.me can reach out and PLEASE give me access. Terrible experience! This company needs to reevaluate their customer service!

  

  Business Response

  Date: 11/30/2023

  Hi,
  
  Our records indicate that on 11/18/23 your issue was resolved with an ID.me chat agent.
  
  Best,
  
  ID.me 

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair Issues
  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.

  This partner (id.me) who is supposed to verify identity of prospective customers who desire to receive services and discounted merchandise has a technology interface that is clunky and ineffective. There is no way to talk with someone to ascertain the actual reason for issues behind not being able to log in to this validation services. One gets multiple reasons for not being able to log on and get validated. Very frustrating and I am very technically competent. I am sure most people just give up and go to another vendor for services and merchandise, or in the case of an employer, a different employer that doesn't use "id.me". This is a GRADE: F experience

  

  Business Response

  Date: 11/20/2023

  Hello ***,

  I apologize for the difficulty you've experienced with your ID.me account. I see that you were able to use your ID.me account on 11/12/2023 at 08:06AM. Upon further review, I am not finding any issues with your account at this time. 

  All the best,
  Member Support, ID.me

• Initial Complaint

  Date:10/27/2023

  Type:Sales and Advertising Issues
  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.

  I attempted to log into va.gov to access my military benefits, and found out the government has partnered with ID.me. My log in was successful using my military ID, but the second layer of authentication was ID.me and that verification failed. My ID.me account is several years old & i've uploaded a valid ID which should be on file. I believe i've logged in this past year, so it's not as if the account is 'old & stale'. I sent ID.me support an email to un-suspend my account and i received an email back saying it would remain suspended. I get that behind the scenes, there may be suspicious activity, but this companies practice of just saying 'no & we can't tell you why' should be completely illegal. My father (76 years old) had the same issue with ID.me and was locked out of his IRS account for almost a year until he submitted a BBB complaint and was able to resolve it in 2 weeks. I'm not sure why it takes a BBB complaint for a company to take action. What is going on? I would like my account unsuspended. As I stated in my email, i am available to verify my ID via video if necessary or uploading an id. This is preventing me from accessing Military Government Benefits.

  

  Business Response

  Date: 11/13/2023

  Hi,
  
  An ID.me agent has followed up with next steps to your account issue.
  
  Best,
  
  ID.me 

  Customer Answer

  Date: 11/14/2023

  [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:  

  On 11/7 your support team emailed me & stated: "Thank you for your patience while your account was reviewed. It appears you already have an active account verified within our system. Per our Terms and Conditions, you may only have one ID.me Account and as such your account connected to the email associated with this inquiry will remain suspended. If you did not create a new account or no longer have access to your active account, please reply to this message and we will review the live account. "

  I responded to this email on the same day (11/7) to state that i went back to check my records and as far as i know, this email ***************************** is the one i made the account with, so i am requesting your teams help in straightening it out. (see attachment).    I only have 2 other emails & I tried to reset the password on your website & received the following message "We could not find an account with that email address. Please check the email and try again."

  This means that my account was made & verified with the email "***************************".   Please assist.  Thanks. 

  Regards,
  
  *********************************

  

  Business Response

  Date: 11/15/2023

  Hello *********,

  I apologize for the difficulty you've experienced with your ID.me account. We take account security very seriously. Our internal team has reviewed your information and were able to reinstate your account on 11/15/2023 and instructions to continue your verification have been emailed to you. We have also confirmed there are no other emails or accounts linked to your identity with ID.me

  Should you have any other issues with your account or verification, please reply back to the most recent email from ID.me Member Support.

  All the best,
  ID.me

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  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, IDME is the worst company. I have asked them 6 different times thru their contact support site to either cancel a duplicate account or update it with my new information. I have told them that I no longer have access to my previous email nor my previous cell phone number. I get the same generic response every time to sign in and make changes on their site. How can I cancel, close or updated account if I do not have the login info, I do not have the same number, and my previous email is deleted. It is so stressful. I do not understand why there is no live customer service number or why a human cannot call you. Its absurd. I need to get into the IRS site to get transcripts for my son's college and I have spending a whole work day trying to delete a duplicate ID Me account and just going in circles.

  

  Business Response

  Date: 11/10/2023

  Hi,
  
  Our records indicate that your account issue was resolved by an agent on 11/2 
  
  Best,
  
  ID.me

• Initial Complaint

  Date:10/12/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  ID.me suspend my account, but I can't ffind any phone number to unlock it. I can only send an email through their system but I never get any response. Please email me the solution so that I can access my account!!!

  

  Business Response

  Date: 11/01/2023

  Good Afternoon ********, 

  Thank you for bringing this to our attention. We see that you were able to successfully log in and use your ID.me account with ********** EDD on 10/23/2023 at 11:26AM. We are glad that you were able to resolve this issue with the help of our team.

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

  All the best,
  ID.me

  Customer Answer

  Date: 11/01/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  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.

  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

  Date: 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