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:01/23/2024

  Type:Billing 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.

  Account was suspended without notice or explanation Customer service refused to reach back

  

  Business Response

  Date: 02/10/2024

  Hi,
  
  Please contact our help desk so that we can prioritize your request - we were not able to find an account under email and number provided under this complaint.
  
  Best, 
  
  ID.me 

• Initial Complaint

  Date:01/22/2024

  Type:Sales and Advertising 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.

  This company has repeatedly refused to except the documents I have provided to verify my Identity so I can just access my tax information with the IRS. I have submitted the required documents over and over and each time the are rejected but for a different reason every time. I had a incident where the employee was being rude and unprofessional and it ended poorly on thier part. Since then they have refused to accept my documents (a valid driver's license) over and over. I am unable to access my tax information on the IRS website until they accept them causing a delay in me being able to proceed with getting information that I need in regards to someone who filed my taxes fraudulently. I believe they are doing this on purpose.

  Customer Answer

  Date: 02/08/2024

  This matter has been resolved.  Please close the issue. 

  

  Business Response

  Date: 02/08/2024

  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.

  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: 02/09/2024

  [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:01/05/2024

  Type:Billing 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.

  My id.me account was suspended wickedly for no reason I have contacted the support and they refuse to do anything about it ,I am being deprived of my right ,i need my account to be unsuspended asap as I need to ACCESS GOVERNMENT WEBSITES ,I AM READY FOR ANY FURTHER VERIFICATION REQUIRED TO PROOF IM THE ONE USING MY ACCOUNT AND NOBODY IS USING MY ACCOUNTI request that my account be reactivated as soon as possible or face legal actions ,why would your system flag my Account in error and I let you know that it was,and you keep insisting ,it is wickedness and an inhuman behaviorI NEED TO ACCESS MY GOVERNMENT WEBSITE FOR GOD **** SAKE ,RELEASE MY ACCOUNT ??????

  

  Business Response

  Date: 01/26/2024

  Hello ****,
  I am sorry for the difficulty youve experienced with your ID.me account. We take our members account security very seriously, and your account was suspended due to suspicious activity.

  We cannot provide additional context into the issue outside of the email you received from ID.me Member Support on 1/23/2024. 
  

  Should you disagree with our actions, please reply back to the most recent email you received from ID.me Member Support with the information requested.
  

  All the best,
  ID.me

  Customer Answer

  Date: 01/26/2024

  [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: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 and no response to provide any information.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..if my account seem unable to be recovered then I request the company delete the account and close it with all my information deleted as a fair Labour practices And stop keeping me disenfranchised..
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 02/01/2024

  Hello ****,

  I am sorry for the difficulty youve experienced with your ID.me account. We take our members account security very seriously, and have determined your account will remain suspended due to suspicious activity. We cannot provide additional context into the issue outside of the email you received from ID.me Member Support on1/23/2024. If you disagree with this decision, please reply to that email. 

  All the best,

  

  Business Response

  Date: 02/01/2024

  Hello,

  We have done a full investigation into the members account and they will remain suspended due to suspicious activity. However, we will not be able to share details. Member has been notified to reply to the emails theyve received. We request that this complaint remain closed.

  Warm regards,

  ID.me Member Support

  Customer Answer

  Date: 02/02/2024

  [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 WANT MY ACCOUNT CLOSED AND DELETED 
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 02/05/2024

  Good Morning ****,

  I am sorry to hear about the issues you are having with your ID.me account. If you would like your account closed and deleted, please submit a support ticket to ID.me Member Support, and we will be sure to follow up with your request. This request is needed from you so that we have the authorization to delete your account.

  Warm regards,

  Customer Answer

  Date: 02/06/2024

  [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 submitted a ticket that my account be closed as deleted ,the support refused to delete my account ,AN account I made for myself and requested them to delete I dont know what security they are still talking about I want that account deleted .DELETE MY PERSONAL INFORMATION FROM YOUR SERVER AND CLOSE MY ACCOUNT I OUTRIGHTLY REQUEST ON HERE AND AUTHORIZE THAT MY ACCOUNT BE DELETED PERMANENTLY AND CLOSED.a copy of the response after submitting a support ticket as requested above is attached..which is never successfulTHIS COMPANY DO ALL THEIR BEST TO KEEP THEIR MEMBERS IN DARKNESS ,THEY WILL NEVER WANT TO HELP 

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

  Customer Answer

  Date: 02/07/2024

  I am rejecting this response because:I submitted a ticket that my account be closed and deleted ,the support refused to delete my account ,its funny this an account I made for myself and requested them to delete they are refusing the previous person who responded here gave a fake and unhelpful feedback ..PURE WICKEDNESS I dont know what security they are still talking about I want that account deleted .DELETE MY PERSONAL INFORMATION FROM YOUR SERVER AND CLOSE MY ACCOUNT I OUTRIGHTLY REQUEST ON HERE AND AUTHORIZE THAT MY ACCOUNT BE DELETED PERMANENTLY AND CLOSED.a copy of the response after submitting a support ticket as requested above is attached..which is never successfulTHIS COMPANY DO ALL THEIR BEST TO KEEP THEIR MEMBERS IN DARKNESS ,THEY WILL NEVER WANT TO HELP 

  

  Business Response

  Date: 02/08/2024

  Hello ****,

  I am sorry for the difficulty youve experienced with your ID.me account. We take our members account security very seriously, and have determined your account will remain suspended due to suspicious activity.

  We cannot provide additional context into the issue outside of the email you received from ID.me Member Support last. We recommend creating a new account using a different email as this email has been suspended in our system due to suspicious activity. 

  All the best,
  

  

  Business Response

  Date: 02/08/2024

  We have done a full investigation into the members account and they will remain suspended due to suspicious activity. However, we will not be able to share details. Member has been notified to reply to the emails theyve received. We request that this complaint remain closed.

  Customer Answer

  Date: 02/09/2024

  [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 cant create a new account with a different email address it gets suspended as well and I have responded to the email seems it was a bot keep telling me my account will remain suspended even though I requested my Account be closed and deleted they are giving me different responses not corresponding to my grievance and inconvenience  ,but let me create a new account OR CLOSE THE ACCOUNT SO I CAN CREATE A NEW ACCOUNT 

  Regards,

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

• 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