Additional Complaint Information
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I’m fed up with ID.me. On five different occasions I set up five different accounts. Why? Because those idiots suspended them one right after another all within 24 hours! The worst of it is I was told by their automated tech that I would be contacted by email within 24 hours and nothing happened! You can’t even contact their customer support if your account is suspended in order to get help. They have the worst customer service I’ve ever seen.
Business response
08/17/2023
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.
- Support Team, ID.me
Initial Complaint
07/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been locked out of my account as it is saying my account is suspended. I need to apply for unemployment as I have just been laid off from my job. I am unable to regain access to my account and to apply and request unemployment payment. I have sent 5 messages through email as that is the only way you can get in contact with them. The first message I have sent was on 7/11/23 and I have not heard anything from them so I am at a standstill about requesting unemployment payment that I need. I have sent a few more messages/ filled out their form about my problem to reach out to a customer service agent. I have hear nothing and I am very frustrated. Their is no number to call or live agent to talk to. I need someone to get back to me so I can regain access to my account to verify my identity so I can request payment pleaseBusiness response
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
Initial Complaint
07/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
07/01/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
06/26/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
06/25/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
06/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
06/19/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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 response
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 response
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
06/12/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
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
06/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
2,293 total complaints in the last 3 years.
656 complaints closed in the last 12 months.