ComplaintsforID.me, Inc.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  11/13/2023

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

  Customer response

  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

  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

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  11/10/2023

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

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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

*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. ↩