Important information
- 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.
If you've experienced an issue
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:09/29/2022
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.
Seven months ago ID.me suspended my account. I have filed several complaints with them with no response except that they were working on it.They need to give back my privileges because I need to start an IRS account.Why has it been 7 months with no action from ID.me to correct a problem they started?
Business Response
Date: 10/21/2022
Hello!
We sincerely apologize for the difficulty you have experienced with your ID.me account/verification. We are glad to inform you that our team has resolved your account issue and that your account is now unsuspended and ready for use! A team member contacted you via email on 10/20/22 to provide any assistance you may require/address any questions you may have.
-ID.me Social Response Team
Initial Complaint
Date:09/18/2022
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.
Id.me has only one way of getting help and that's only through email. I reached out lately regarding my account I need help getting my email and phone number changed on my existing account because I no longer use the email and phone number associated with the account. I followed the steps to get support through email and received a confirmation saying I would get help so I waited and received a email from support after waiting for a day only to get nothing resolved. I was told it would be a process to get my email changed and didn't hear back from any one for days so I filled out support forms three more times only to get told the same thing and no one follow through on getting it done. This is time sensitive and I needed to get this information changed on my account for Important reasons and all the agents literally closed out tickets and didn't even change the information or even reach out to me. This is completely unacceptable and unbelievable that the only way to get in contact is through email! I want to pursue legal actions if I have to in order to get a response from someone to help me and get this company to get more support options. My issue is still ongoing and no one has reached out to me yet this has been nearly a week now.Business Response
Date: 10/08/2022
Hello *******!
We sincerely apologize for this frustrating experience. A team member reached out via email on 9/30/22, 10/4/22, and 10/6/22 to schedule a meeting 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 Social Response Team
Customer Answer
Date: 11/06/2022
[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:
Reached out for help and it's a hassle trying to get my account updated to the appropriate email address I spoke to an agent about a next step and the agent didn't even do what she claimed she would do. It's been days I can't even get anyone through the video chat link and when I do the links literally never work so I can't even do a **** call I've explained this to the agents. Tax season is coming around and I can't even get Into my account and I need transcripts and things and I literally going to file a law suit and get a lawyer for negligence yet again. I am so tired of this.
Contact by the business
Regards,
******* ********Business Response
Date: 11/08/2022
Hello *******!
Per your most recent email to our team member on 11/8/22, the issue has been resolved. Thank you for your patience!
-ID.me Social Response Team
Initial Complaint
Date:09/16/2022
Type: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.
ID.me appears unable to verify my identity yet I am verified with Login.gov to access United States Government. More than a week of back and forth emails cannot resolve the error they have with my English Address. No customer support through the process and you are directed to use this process by the IRS to file a return. I wish this company to verify my address to provide me an IRS ID Pin and to forever delete any trace of my contact details with them.Customer Answer
Date: 09/26/2022
From: *********************** <**********************>
Date: Sun, Sep 25, 2022 at 11:51 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]>
Thank you for your valuable service and follow up.
I managed to get them to complete my verification and was able to login to the IRS to complete my business with them.
I still am not satisfied with the company as it has been 1 month and many wasted hours of my time.
You may close this complaint as I am no longer awaiting for ID.Me responses.Initial Complaint
Date:09/14/2022
Type: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 have used ID.ME for several years. I cannot log in. My account is suspended. I have opened multiple tickets and responded to ALL of them stating that I am suspended. NO one answers my emails. I have also asked them to just CANCEL my account if they won't fix it. This is their response: Hello *****,Thank you for contacting ID.me. I see that your account is currently suspended. I have escalated your case for review. We will contact you once the issue is resolved. Please let us know if you have any additional questions. These folks are NOT doing their jobs. No follow-up, no help. Are they BOTS? Does anyone actually work for this company? The emsils were signed by: Dominique and Za'RyaBusiness Response
Date: 09/28/2022
Hello!
We sincerely apologize for this frustrating experience. We are glad to inform you that your ID.me account has been reinstated and you can now continue to use your ID.me account normally. Do not hesitate to contact our team member for further assistance.
-ID.me Social Response TeamCustomer Answer
Date: 10/15/2022
[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:08/15/2022
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 entire process of ID verification is daunting, frustrating and time consuming. I have been trying to verify my ID since January 2022. I have all documents. Valid driver's license, social security card, birth certificate, marriage and divorce documents. I am irritated and disgusted with ID.ME. I just want to log in to the *** website to resolve back tax issues, file taxes and check on the status of missed stimulus check(s). I have encountered countless error messages, uploaded my documents multiple times, it took many attempts to upload pictures of my driver's license even though I have a very high resolution camera on my ****** ** *** **** The video calls never happen. I finally got a message stating I would receive an email to connect to the video call. I did not. I received a text with a link instead. When I clicked the link I received an error message telling me to try again in a few minutes. I did that FOUR TIMES. Still no video verification.I do not understand HOW this company could possibly have earned to BBB seal of approval.I am truly disgusted and appalled.I am a degreed, seasoned commercial real estate professional and I have 30+ years' computer experience in addition to a high end laptop and phone.There is no reason I should find this process challenging.Business Response
Date: 09/02/2022
Hello!
We sincerely apologize for this frustrating experience. Our team is happy to assist you in completing your verification successfully. A team member contacted you to provide assistance on 8/25/22 and 9/1/22. We kindly ask that you respond to either one of these emails for help.
-ID.me Social Response Team
Initial Complaint
Date:08/02/2022
Type: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 opened an id.me account when COVID first began and used it up to june 27th 2021. Then in sep 2021 i was told i should look into unemployment i might still get help. I have been trying to get back into my account since September 2021 without success and can't get any kind of help from tec support. I have got a tec a time or two but they are alway condescending and rude. I have other things i need to look into too but cant because im locked out of my own account. The issue being i cant log into my email and the phone number i used is no longer activeBusiness Response
Date: 08/18/2022
Hello!
We sincerely apologize for the difficulty you experienced with your ID.me account. We are glad that you were able to successfully update your account information and access your account with the help of our team. Thank you for your patience.
-ID.me Social Response Team
Customer Answer
Date: 08/21/2022
[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:07/25/2022
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.
Since July 22, 2022, I've been trying to set up an account with the IRS to review current records. The waiting time to wait for a Video call ranged from one hour to almost two hours. Today, July 25, 2022, the wait time was listed as less than one minute then after about an hour changed to one minute. This less than one minute to one minute went on for two and a half hours. This is very frustrating, as I will need to use ID Me for something else which is time sensitive.Business Response
Date: 08/23/2022
Hello!
We sincerely apologize for the difficulty you have experienced with your ID.me account. We are glad that you have scheduled a call with our team for Thursday 8/25 to update your account information. We look forward to speaking with you then!
-ID.me Social Response Team
Initial Complaint
Date:07/18/2022
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 keep trying to take advantage of the military discount on www.**********.com and when I select military member for ID.Me I get the following error. PAGE NOT FOUND The page you were looking for doesn't exist. You may have mistyped the address or the page may have moved.If you believe you have received this message in error, please try again or visit our customer support knowledge base.Business Response
Date: 08/18/2022
Hello!
We sincerely apologize for this frustrating experience. Our team contacted you on 7/28/22, 8/2/22, and 8/8/22 to provide assistance. We kindly ask that you respond to one of these emails for help.
-ID.me Social Response Team
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