Complaints

This profile includes complaints for IDEMIA Identity & Security USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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IDEMIA Identity & Security USA, LLC has 31 locations, listed below.

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• 

  IDEMIA Identity & Security USA, LLC

  296 Concord Road, Suite 300 Billerica, MA 01821-6618

• 

  IDEMIA Identity & Security USA, LLC

  1230 Parkway Ave Ewing, NJ 08628-3018

• 

  IDEMIA Identity & Security USA, LLC

  1285 Belmont St Ste 10 Brockton, MA 02301-4440

• 

  IDEMIA Identity & Security USA, LLC

  340 Seven Springs Way Brentwood, TN 37027-5696

• 

  Identogo

  2951 Swede Rd Norristown, PA 19401-1335

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:10/20/2023

  Type:Service or Repair 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.

  I went in to get finger printed for my insurance license and the session wasnt secure at all. There was another person in the room, the attendant had her phone out and could have been recording the whole thing. I stated my zip code out loud which could have been recorded on the attendants phone. I think she may have taken a copy of my credit card as well. This has never happened anywhere else. I would like someone to verbally walk me through what the process is supposed to look like because I know some rules where broken. I wont be returning.

  Business Response

  Date: 11/06/2023

  *******, 

  We sincerely apologize for the experience you had at our enrollment center. A refund has been issued to you as a result and we've addressed the situation with the enrollment center/agent so this doesn't occur again. Please let us know if there's anything else we can do. 

  Thank you,

  ***************************;

  Business Analyst

  Customer Answer

  Date: 11/14/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/16/2023

  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 went to get fingerprinted for a job at a public school on 09/01/2023, there was a problem getting the prints, I went back on 09/07/2023 to get it done again and they were able to get them. When I call to check on the status I keep getting told theyre being processed, I cant get a human to speak to, I no longer am I able to get the job because of this

  Business Response

  Date: 11/07/2023

  Good Afternoon *******,

  We apologize for your experience with the fingerprinting process. A member of our customer service team attempted to contact you today but had to leave a voicemail with call back information. For your awareness, IDEMIA processes fingerprints, but does not have access to background check information. Once the fingerprinting process is complete (for you, the process was completed as of 9/7/23) you would follow up with the requesting agency for result information and next steps. 

  Thank you,

  *****************************

  Business Analyst

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received a voicemail from Idemia that my TSA PreCheck status was due to expire within 10 days. They gave me phone & website info to renew. S0 I logged onto the website and renewed for $70.I had no problem with this until my husband said that We have TSA PreCheck thru our Global Entry status already. Global entry is also thru Idemia. So, 5 minutes after I made the renew transaction For TSA PreCheck I called Idemia @ ************, explained that my Global Entry TSA ******** says it does NOT expire for over a year and that i would like to cancel my transaction which was no more than 10 minutes old. The operator told me that they dont give refunds. That there is nothing she can do.

  Customer Answer

  Date: 10/17/2023

  I have not heard from the business in response to my complaint. I also checked my credit card to see if the $70 had been refunded but it has not been refunded. 

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 9/6/23, I paid for renewal of my TSA pre-check. I was charged three times for the same transaction.I have followed up each week for the past month. I have been told there is a ticket open with their finance department and that I "should have been refunded by now". There does not appear to be any recourse for me to receive my refund.

• Initial Complaint

  Date:09/22/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  On September 21, 2023, I paid $38.00 to have my fingerprints and background check done by this company so that I could volunteer at my grandson's school. I was told that I would receive a link via email that I could click on to see the results of the fingerprinting. I followed the directions in the email, filled in the security question correctly and then clicked on the link. I was warned that I should use a computer with printer capability because I could only click on the link one time. I did that. When I clicked on the link, a blank page appeared. I could neither download the document nor print the document as there was nothing there. I called the ************ and they stated that they had nothing to to with the company. I called the company and they stated that I should call the police. They told me they could not send me a working link. I spend over an hour trying different phone numbers within the company and no one could tell me why the link did not work and why they could not send a working link.

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 went to get screened for TSA pre-check, for which this company is contracted to conduct on the governments behalf and was charged 5 times for the service by this private organization, at $78 per transaction. All 4 attempts to remedy this directly with the vendor were met with stonewalling. No one could tell me a ticket number, provide an update, provide any timeline for remediation, or provide contact information for anyone who could help me. I specifically requested a call back multiple times and no one has contacted me.there is a shameful lack of transparency in respect this organizations processes, especially for something that was the vendors error

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 had fingerprints done on 9/6/2023 at the *********** Library in ** for my sons school. You HAVE to go through Identogo, no other option! When paying the $25.25 fee the system said unable to process payment. The employee said it had been doing that and she got her supervisor. They called Identogo, the recording said to unplug/plug back in. The the first charge was showing pending, they argued if I would get double charged. Later that evening I got an alert, my checking account was overdrawn, a second $25.25 from Identogo was pending and it would overdraw my account. I called customer service in an attempt to get something fixed before this happened, I called at 5:20 pm EST. The customer service representative I spoke to had me email screenshots and receipt to them, to start a ticket. He told me that it was a system wide issue that double charged people, he also told me there was no guarantee I would get my money back. I called 9/7/2023 at ****am EST and was told she would open a ticket and I would receive an email with the information. I have not received anything from Identogo, I have not received my money back, I can not obtain an email address or even get through to customer service. Im not sure if the physical address I provided is their main or not (that was obtained from google).Identogo has a monopoly on fingerprint scanning for volunteers etc. I paid a $25 overdraft and $50.50, when it shouldve been $25.25 for the fingerprints.I want the $25 for the overdraft they caused refunded along with the refund of the second $25.25. I wouldnt have been overdrawn, had they never double billed me. I found out yesterday the first customer service representative had me send my information over to the personal email address of another victim of their double billing, compromising my identity and financial information! The full email thread with this stranger is available at request, but I am attaching 1 screenshot showing he isnt Identogo.

  Customer Answer

  Date: 09/22/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:09/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 recently went to have my fingerprints done for my new employment. I made an appointment and was the first appointment of the day. I went through getting my fingerprints done and when it came time to pay, my payment methods (credit card and two debit cards were not able to process) the technician shut down his computer and we completed the entire process again. Again, my payments wouldnt process. He told me he wouldnt call the support line because half the time you couldnt understand them and hed be on the phone for at least an hour. He sent me to a different location where my prints were done again and my cards were ran again!!! All together my cards were charged a total of $277.75. The cost of prints are $25.25. I noticed the pending charges and called in later that day and was told they couldnt do anything and to see if the charges posted to my account. Of course they posted and I called again. I was told to send a photo showing I was charged from my bank. I disputed the charges from the bank I work at because I would get my money back immediately! My credit card charges are also being disputed but my one bank said I had to go through Identogo to get my money back. I just called again and told them Id emailed them last week with proof my card was charged and they told me they couldnt tell me when Id get my money back and then hung up on me when I became frustrated that they couldnt tell me when?! Why am I having to jump through hoops to get my money back when it was so easy for them to pull my payment TEN MORE TIMES THAN THEY NEEDED TO!!! Its not my fault their card processing system crashed. I want my money returned!!

  Customer Answer

  Date: 09/23/2023

  I have not heard from the business in response to my complaint. My funds were returned to my account but there was zero communication from the company. Do not use this company for any type of services!

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Had to use this company to renew my twic card. They Took my payment but my twic card wasn't renewed. Tried calling them but EVERYONE SAID JUST DO IT AGAIN! like i'm just gonna pay you again for no service!! If I paid for a service than service needs to be rendered!

  Customer Answer

  Date: 09/19/2023

  I have not heard from the business in response to my complaint. Called many times and still get the same answer that they are looking into it. Sad that the *** is that broke they have to steal from hard working citizens! 

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 join all the other reviewers who had their appointments canceled without notice. An automated notification 30 minutes after my scheduled appointment. No reimbursement for the commuting expenses to get there, of course.The 39th street office is always down with tech problems, I was on hold with customer service 20 minutes - no answer. I tried walking over to the 32nd ave address, no doorman, no access up, and no direct phone.This is how they treat critical infrastructure applicants, imagine how any regular person is treated.am informing my agency of this clown show.