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- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
Customer Complaints Summary
- 1,453 total complaints in the last 3 years.
- 511 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/23/2023
Type: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.
Last week 19th of July, ID.me suspended my account. I have filed several complaints with them with no response except that someone will get back to me as soon as possible and its getting late already .They need to give back my privileges because I need to start an IRS account. I waited several months before deciding to start an IRS account and to my surprise they suspended my account which is not right because its my account and it has already been verified successfully without any error. And ever since they suspended my account there was no action from ID.me to correct a problem they started?
Business Response
Date: 08/09/2023
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.
ID.me Support,
Customer Answer
Date: 08/12/2023
[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: I don’t know why they would open my account for me after this complaint, I was told my account would remain remain suspended due to suspicious activities which is still unknown to me. I opened IDme account and added my wife’s email address on it which I have been using for years now so I don’t understand what the suspicious activity is all about and besides it was stated that my account was temporarily suspended not permanently suspended which means it can be opened and that’s what I have been asking for. It’s my account and it’s also my information so I still don’t understand the suspicious activities and they can’t expect me to be okay with that just like that.
Regards,
*************************Business Response
Date: 09/05/2023
Hello,
This member's account is to remain suspended. Our internal team has done an investigation on their account and found suspicious activity. We will not be reinstating it until our team conducts additional investigation to ensure that the account is not compromised or being accessed inappropriately.
Thank you,
******
Business Response
Date: 09/13/2023
Hello ****************,
As per our communication to you on August 9th, we are unable to disclose the reason an account is suspended. Our team has reviewed your account and determined it should remain suspended at this time.
If you disagree with the decision, please reply to the email you received on August 9th, signed from ***, and our team will reopen the investigation.
All the best,
ID.me
Business Response
Date: 09/13/2023
Good morning,
We cannot offer additional details about this member's account suspension on the BBB, for security purposes. The member was informed he needs to reply to the support email if he wants further investigation on his account. We have not received contact from the member since August 9th.
I am requesting we close this complaint.
Best,
******
Initial Complaint
Date:07/08/2023
Type: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 is temporary suspended and I don’t really know why this happened. Please help me fix this so I can access my IRS account using my ID.me account. I need to access my Tax information.Business Response
Date: 07/24/2023
Hello.
Thank you for bringing this to our attention. Our team contacted you via email on 7/18/23, 7/20/23, and 7/24/23 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
Date:07/01/2023
Type: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 had my account suspended since 6/18/23 I have attempted multiple times to get this matter resolved. I have put in for assistance through the customer support to get this matter fixed but only got one email on 6/19 without any information as to how to get this fixed, I had responded and sent follow up emails attempting to get help. Since this is now something required to access unemployment (or any other government website) I am unable to access my unemployment to get necessary information. All I want is for my account to be unsuspended.Business Response
Date: 07/19/2023
Hello.
Thank you for bringing this to our attention. We are glad that you were able to successfully verify your identity under a new account as directed by our team. Thank you for your patience throughout this process!
-******, ID.me
Initial Complaint
Date:06/26/2023
Type: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.
When I try to login to the myid account, I get a message saying my account is suspended. If I call the ************** customer support number, it tells me to email customer support. If I email customer support, they first have you read a "help page" that explains the possible reason it might be suspended. That link is below.******************************************************************************************************************************************** You are forced to submit a ticket, which then results in an auto-reply, which then reiterates the help information from the link above. That email says that if the "help page" does not slove your problem, then to "reply to the email" with what the problem is and an agent will get back to you. I responded with :"I have successfully reset my password, and this email is still valid. I am getting a message that states my account is temporarily suspended. I have been successfully verified before, so I am not sure what is going on. Please let me know what I can do to get this account active again.*******"I then received an email with the same help link provided in the first auto response. I have also replied to that email letting them know I still cant login to my account due to whatever the reason it is suspended for (and this could apparently be for any reason but I have no idea why). My email is good, I have a current valid password. I remember that the same thing happened a few years ago setting this up. It appears the customer service is still non-existent and they are literally preventing veterans from getting access to websites and discounts, as certain retailers require this my.id to "verify the veteran". I would like someone to let me know what I need to do to get my account active or tell me why it's suspended and how to fix that.Business Response
Date: 07/20/2023
Hello.
Thank you for bringing this to our attention. Our team contacted you via email twice on 7/17/23 and again on 7/20/23. We kindly ask that you respond to one of these emails for help. We look forward to hearing from you.
-******, ID.me
Initial Complaint
Date:06/25/2023
Type: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 account has been suspended I’ve tried through emails to get it taken care of. They gave me three questions and said depending on how you answer these questions will basically determine if I want it help you fix your account I responded to the email with nothing in return. And this is a company that helps you get onto government websites. As veteran of this country trying to get on a government site to take care of stuff that’s important and can’t because of incompetence.Business Response
Date: 07/14/2023
Hello.
Thank you for bringing this to our attention. In order to resolve this issue, you are required to respond to a security text message from our team. This text message was sent to you on 7/11/23 and 7/14/23. If you are experiencing difficulty responding to these texts, please respond to the email from our team member, sent to you on 7/11/23 for further assistance. We look forward to hearing from you.
-******, ID.me
Initial Complaint
Date:06/21/2023
Type: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 for almost a month to verify my identity. But my phone number changed so I can't pass two factor authentication. Along with this my every attempt at contact has been ignored.Business Response
Date: 07/11/2023
Hello.
Thank you for bringing this to our attention. Our team contacted you to provide assistance on 7/7/23, 7/10/23, and 7/11/23. We kindly ask that you respond to one of these emails for help. We look forward to hearing from you.
-******, ID.me
Initial Complaint
Date:06/19/2023
Type: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'm being required to use my ID Me account to verify my tax I D to collect a crypto investment payout and supposedly I have a duplicate account which has me suspended. Multiple times I have reapplied for help only to get ignored after the initial chat bot inquiry. Why the **** isn't someone contacting me ? I need to get this figured out asap!!!! And nothing. Why is it so hard? I can easily verify my ID with a brand new passport I just received .Business Response
Date: 07/05/2023
Hello.
Thank you for your patience while our team reviewed this situation. To move forward, you will need to complete a video call with an ID.me agent. We kindly ask that you respond to the email from our team member, sent to you on 7/5/23, to schedule a time to speak with us. Thank you!
-******, ID.me
Customer Answer
Date: 07/18/2023
From: *** *********.com <*****************>
Date: Tue, Jul 18, 2023 at 8:48 AM
Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>
Cc: ************************************ <**************@mybbb.org>
Please note this event as satisfactorily resolved.
Thanks.Customer Answer
Date: 07/18/2023
From: *** *********.*** <*****************>
Date: Tue, Jul 18, 2023 at 8:48 AM
Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>
Cc: **********@mybbb.org <*******@mybbb.org>
Please note this event as satisfactorily resolved.
Thanks.Initial Complaint
Date:06/12/2023
Type: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 had an issue getting into my account with IDme and IRS. They suspended my account and I have contacted them several times and now they quit responding. I am locked out of my IRS account. I am very concerned about this issue. My last attempts were last week and this morning.Business Response
Date: 06/27/2023
Hello.
Thank you for bringing this to our attention. Our team contacted you at the email address you provided to the BBB to offer assistance on 4/7/23, 4/19/23, 5/11/23, 6/13/23, and 6/27/23. We kindly ask that you respond to one of our emails for help or to schedule a phone call with our team. We look forward to hearing from you.
-******, ID.me
Initial Complaint
Date:06/08/2023
Type: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 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
Date: 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
Date:05/29/2023
Type: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.
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 roadblocksBusiness Response
Date: 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
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