ComplaintsforID.me, Inc.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have asked this company to remove my information from their database I followed their instructions for the one email the other they blocked me so I can’t ask to have it close that account. The way they are handling this the company is a fraud. I want them to close and delete all information about me.

  

  Business response

  06/22/2023

  Hello.

  Thank you for bringing this to our attention. We are glad that you were able to successfully close your account with the help of our team member. Thank you for your patience throughout this process! 

  -******, ID.me 

• Initial Complaint

  05/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The automated system fails to recognize my documents (US passport is a non valid document according to their system's response after reviewing the uploaded pics; I wonder if its because of the *******-sounding name which may trigger their algorithm ?). I've been trying for at least two months to establish my ID to no avail. Their chatbot is of little to no use. No human will answer the phones. The system is build such that you can't reach help of any type. Would the company rep advise if they want me to get a paid subscription in order to get any help ? Thanks in advance for the nicely build roadblocks

  

  Business response

  06/14/2023

  Hello.

  Thank you for bringing this to our attention. On 6/5/23 you informed our team that you would attempt to complete the verification process again when you obtain the necessary identity documents. When you obtain the documents, do not hesitate to contact our representative you were corresponding with via email, they will be more than happy to walk you through the process at that time.

  -******, ID.me 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m sick and tired of idme my account got suspended for no reason and I have contacted the customer support but they’re not helping at all I need to delete my account since they won’t remove the suspension from my account please I’m tired

  

  Business response

  05/29/2023

  Hi *****************

  Thank you for bringing this to our attention. Our team contacted you on 5/25/23, 5/26/23, and 5/29/23 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 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All of my important accounts require access through ID.me, My VA medical portal, my Military retirement account, my military disability account, my KY unemployment account, etc. Unfortunately, my phone number is used when logging in to receive authentication codes for log in purposes. I recently lost my job and company phone, I got a new phone and cannot get logged in to change my phone, they do NOT provide a support phone line. I've submitted tickets for help twice now and still have not received any assistance. They chatbot is completely worthless and I'm getting no help but losing money and patience. The fact that you can't get logged in without a phone and have no way to get around is a major and stupid oversight on their part.

  

  Business response

  05/11/2023

  Hello. 

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

  -******, ID.me 

• Initial Complaint

  03/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company just laid us off. Filed for unemployment. WY Unemployment uses ID.me Went to verify myself, but was unable to (5 hours trying). I gave up and called WYUI. They were unable to help. I am actually verified as a military veteran - but unable to verify my verification...... (insert sarcasm) ID.me is holding up my unemployment benefits. I have logged 5 separate "help tickets" only to receive each time the ***** automated help response email, and when I return to their website, they have cleared out the que request for help. I believe that ID.me is a huge problem. No help numbers, no real people to talk to, no responses from a real person. And I get screwed out of my unemployment while these people (ID.me) rake in money pretending to 'validate' peoples existence. They create a problem, wait for a reaction, and sell the government a solution to a problem they created. This smacks of discrimination against the lower income class.

  

  Business response

  05/09/2023

  Hello.

  Thank you for bringing this to our attention. We are glad that you were able to successfully verify for your state unemployment organization. We sincerely appreciate your patience.

  -******, ID.me 

  Customer response

  05/18/2023

  [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:

  IDme should not exist. The idea that a non-governmental company has given itself the 'power' to vet governmental documents is ludicrous. IDme has created a problem that they themselves portend to exist, and causes an additional layer of needless burocractic red tape....

  IDme response to me was THEIR missing entry of my date of birth that caused me 3 days of inability to file for unemployment -  and no apology? Just a 'glad it got fixed response? No-thanks.

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Around February 25, 2023, while attempting to change my password, I accidentally replied incorrectly to a text message sent by ID.me to my smart phone. They then suspended my User ID (********************) I've repeatedly contacted ID.me to have my User ID unsuspended, with no success. As a result, I cannot access my IRS account to resolve a problem with my 2022 tax return due to my suspension. I was also told by their customer support representatives that only their tech team could address/fix my problem - they still have never contacted me! I need to do to get this fixed.

  

  Business response

  04/18/2023

  Hello.

  Thank you for bringing this to our attention. We are glad that this issue was resolved, and appreciate you confirming that this issue was resolved on 4/10/23 via an email to our representative. 

  -******, ID.me 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I created a new account with ID.me, the service required for identity validation to access my records on the *** website. Within 3 days of my creating the new account and beginning to interact with my *** account, my account was suspended. ID.me provides no means for meaningful contact with a human being to resolve the situation or even to find out why it occurred. They have no phone service, and their chat/email service uses bots. I have asked repeatedly how I go about resolving the situation and all I get is identical messages (at least 4 so far, each signed with a different name) saying that my account will remain suspended. I have asked specifically how to go about resolution and how to find out the nature of the "suspicious activity" that triggered the suspension, but the responses show no indication that anyone has even read my questions. This service controls access to one of the most important interactions between citizen and government, and I am currently disenfranchised from interacting with my own records, with no apparent recourse and no response.

  

  Business response

  03/13/2023

  Hello.

  Thank you for bringing this to our attention. Unfortunately, you will need to explore an alternative verification option. 

   The *** does offer alternative options for its various online services. To pursue an alternative identity verification method with the ***:
   
  1. Navigate to the desired *** applications login page.
  2. Look for the section titled What if I cant verify my identity?
  3. Click the Alternative options link.
  4. You will be taken to a section with more information regarding your available options. 
  5. If you have an existing *** account (eAuth), you can log in with your *** username and password.
   
  If you cannot find an alternative option that will work for you, please contact the *** directly. You may contact them directly by visiting the *** contact web page or by calling **************.

  -******, ID.me 

  Customer response

  03/16/2023

  [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: It does not answer my substantive questions, which were 1) to find out what happened to cause my account to be suspended, and 2) to provide a pathway to address the suspension. In short, the business is saying, "we can't help you; contact the *** for another option." The *** does not offer any meaningful alternative; the only way to access my online account (necessary because I live overseas) is to go through ID.me, and ID.me refuses to engage in any way to help me resolve what seems to be a concerning account security issue.
  
  Regards,
  
  *********************************
  

  

  Business response

  03/30/2023

  Hello.

  Thank you for bringing this to our attention. We are glad to inform you that your account has been unsuspended and can be used normally. Please refer to an email from our team member sent to you on 3/30/31 for more information, and do not hesitate to respond with any questions you may have. Thank you for your patience. 

  -******, ID.me

• Initial Complaint

  02/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For the receiver of this email: I have been attempting to access my ID.me account. However, I'm having some serious issues accessing the account. The system allowed me to conduct a Driver's license identification process. However, once I completed the verification process. It still denied me access because it said I was signed into the system already with a separate account. I see this as being a serious issue being that it had me use my Driver's license for verification. But it still denied me access. Not sure where my personal information went since it denied me access which raises concerns for myself due to me using very personal documentation, and still being denied access. If there is a way someone could reach out to me, and let me know where all my information went, and why I wasn't given access with my identity information which was personal information. For all I know, someone else could be using my identity because of this issue. Therefore, if someone could contact me. I would greatly appreciate it. Thank you

  

  Business response

  03/17/2023

  Hello.

  Thank you for bringing this issue to our attention. Our team contacted you at the email address you provided to the BBB on 3/7/23, 3/9/23, and 3/11/23 to offer assistance. We kindly ask that you respond to one of these emails for help. Thank you!

  
  -******, ID.me 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have, over the last several years, attempted to verify my identity with ID.me. ID.me has NEVER been successful at verifying my ID. I am a retired ***** ********* Officer and am very tech savvy - this should have been easy for me, but the system is horribly complex, VERY buggy, and doesn't ever result in success. There is no explanation why. Until now, I have been able to find other means to verify my identity for Federal Government websites I must access. Now, however, I am filing for ********** unemployment (through the *** website) and there is no other option - I am required to use ID.me.So, yesterday, I verified all information in my ID.me account was correct and began the process of ID verification. After many failed attempts to upload my IDs and have my face recognized via video, I finally made it through the process up to verification of my phone number. The process then failed, informing me that my phone number was unverifiable, but not WHY the verification failed. I submitted a support ticket, which appeared to be submitted successfully, although I received no response (screen, email, etc.) to indicate that.Today, I attempted the process again. This time, the ID.me system gave me only the "Something went wrong" response at the very beginning, and gave me the option to contact support. I attempted that and was thrown back into the support ticket page. I again attempted to submit a support ticket, which appeared to go through, but again no response.At that point I noticed the "my open tickets" button and clicked - the listing then showed that I had no open tickets (after submitting two). The page said that if a previously open ticket was not displayed, then it had been answered and to check my email. I checked - there was NO response from ID.me support.I have tried every method I can think of to resolve this, but have been unsuccessful. ID.me has NO OTHER means to contact support and their ticket system doesn't function. I am STUCK!!!

  

  Business response

  02/16/2023

  Hello ***************

  Thank you for bringing this issue to our attention. We are glad that you were able to complete your verification successfully with the help of our team. Thank you for your patience throughout this process.

  -******, ID.me

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted several times to validate myself with ID ME and its representatives concerning a response to an office action to a trademark application with the United States Patent and Trademark Office providing them with the required information always told the problem would be corrected on their end which it has not resulting in costing me several hundred dollars having to pay the owner of ******** ******** to further assist me as it is and have been told a problem on their end as I now need to apply for another trademark having to be validated by this office who refuses to do so. Please, allow me to ask the company to correct the problems they are clearly having immediately allowing me to move forward both with my response and application(s). Thank you.

  

  Business response

  02/06/2023

  Hello!

  Thank you for bringing this to our attention. We are glad that you were able to successfully verify your identity for the ***** and share your verification with them with the help of our agent. Thank you for your patience throughout this process!

  -Olivia, ID.me 

  Customer response

  02/25/2023

  [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,
  
  *****************************
  

*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. ↩