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:04/23/2025

  Type:Order 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.

  After reading these complaints about IDme and their response times to the complaints against them. You would think they would lose their contract with the ***ernment. I submitted a few tickets and Ive been trying to get a response back about my account being suspended for over a week now,I need to be verified by these people just to be able to get into *** website to get an IP PIN that the *** need to accept my taxes. I had a problem signing up with IDme a few years ago. And after going back and reading the emails I received back then from IDme they like to throw around the word patients alot. This company holds the livelihood of anyone trying to contact *** offices to get info to get benefits needed to pay bills and they dont even have live agent to talk to. I believe the ***. needs to take a long look into how this company operates and treats the people they are supposed to be helping. According to their site, it says tickets taken care of within 2 days most times sooner. I call BS, It took weeks to get verified a few years ago and I bet it will take weeks to get my suspended account issues resolved. This company needs to do better. I will make it my job to see this system is changed and this company is no longer in charge of verifing peoples identity with such slow response times. It doesn't take weeks to respond to email (ticket). Patients has worn thin.

  

  Business Response

  Date: 04/24/2025

  Hi,
  
  An ID.me agent will be reaching out to assist.
  
  Best,
  ID.me 

• Initial Complaint

  Date:04/22/2025

  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.

  This company has no live person that is able to assist. I accidently made two accounts. One was made a few years ago, and I never verified it because I never needed to use it. The second was made earlier this year, and is verified because I did use it for something. However, when I went to log into *** this year, I was unaware that I actually had two accounts, so I used the OLD account that was not yet verified. They won't accept my documents to verify my identity, and because of it, now I am experiencing financial distress. I've tried to get into my newer account this IS verified, but it is suspended, and all my tickets and emails are answered with AI Bots repeating the same useless information. This is highly unethical that this company should be in charge of anything to do with collecting the ID's of people. Being as there isn't even a real person to talk to, where is this information actually going anyways? I can't get anyone to respond with helpful information, no supervisor exists, I've tried AI Prompt Interruptions on their automated responses, I've pleaded to have someone call me, video chat with me, something. They are basically laughing and saying "Figure it out or don't, it's not our problem"This company needs to be closed for good. I mean, with the level of customer service, or lack of, I doubt there are any employees there.

  Customer Answer

  Date: 04/23/2025

  I solved this complaint on my own without their guidance 

  

  Business Response

  Date: 04/24/2025

  Hi,
  
  An ID.me agent will be reaching out to assist. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:04/21/2025

  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.

  id.me i opened an account sent all my info to log in an they send me to someone else account

  

  Business Response

  Date: 04/22/2025

  Hi,
  
  An ID.me agent has reached out to resolve your issue.
  
  Best,
  ID.me 

  Customer Answer

  Date: 05/08/2025

  I cant log in to id.me still having problems the issue was not resolved 

  

  Business Response

  Date: 09/17/2025

  Hello,
   
  Thank you for contacting ID.me.
   
  In order to add your name to your account, you will need to verify your identity.
   
  It looks like you may be trying to start your verification from the ID.me website. Its not possible to verify this wayverification must be started from the website of the organization youre verifying for.
   
  Heres how:
  Visit the organization's websiteGo to the official site of the organization you need to verify for, such as *******, ******, or your state unemployment agency.
  Find and select the ID.me buttonthis may say Sign in with ID.me, Verify with ID.me, or something similar.
  Follow the prompts to sign in to your account and complete your verification. Visit Verifying your identity with Self-Service in our *********** for full instructions. 
  If youre still having trouble after following these steps, reply to this email with the name of the organization youre verifying for and Ill get you the help you need.
   
  All the best,

• Initial Complaint

  Date:04/20/2025

  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've had an id.me account for years. On Wednesday, April 16, 2025, I attempted to use it to log in to *******. I was prompted to upload a photo of my driver's license, which I did. I re-took the image after a message indicated it was blurry. My photo was clear and readable to me, but I kept getting the error message even after re-taking the images under different lighting. Then my account was suspended. I followed instructions to contact id.me regarding this and submitted my email via their website. I received an automated email indicating the 'case' needed to be 'escalated, ' and I would be contacted after the issue was resolved. I have been incessantly checking my SPAM folder and have not received further communication about the issue. There doesn't appear to be a phone number to contact id.Me either. I would like to know what course of action to take to un-suspend my account. An Internet search showed that this appears to be a fairly common issue.

  

  Business Response

  Date: 04/21/2025

  Hi,
  
  An ID.me agent has reached out to resolve your issue.
  
  Best,
  ID.me 

• Initial Complaint

  Date:04/19/2025

  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 name is ****** *****. I am still having problems with IRDand ID Me I should have access to my irs account and I still don't. I need them to reset my account and call me

  

  Business Response

  Date: 04/21/2025

  Hi,
  
  Your account issue was resolved on 3/28/25 by an ID.me agent. Please complete your identity verification as that is the last step.
  
  Best,
  ID.me 

• Initial Complaint

  Date:04/18/2025

  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 initially filed my UI benefits with **, and was told that my wages were reported in **. Okay, fine. I go to file in **, and lo and behold ID.me freezes up and says I am trying to access claims in more than 1 state. I have evidence showing that I am moving my claim. However, ** provides 0 recourse and no phone number to speak with a representative. I submitted multiple tickets, and it has been over a week. It is absolutely ridiculous that the state would outsource such a critical service to an entity with ZERO CUSTOMER SERVICE.

  

  Business Response

  Date: 04/21/2025

  Hi,
  
  An ID.me agent has reached out to resolve your issue.
  
  Best,
  ID.me 

  Customer Answer

  Date: 04/21/2025

  [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:04/18/2025

  Type:Product 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 created an ID.me account in order to access my *** account to retrieve my IP PIN. When I tried to log into my *** account, I got *****: 6001. I Googled the ***** and found out that it means there is a mistmatch regarding my name between ID.me and what the *** has. I immediately knew what the issue is. My name on the Driver License that I submitted to ********************** to authenticate me is slightly different from the name that I have on my Social Security Card. I contacted ID.me via their website and explained the situation to them. I also requested that they change my name to match what the *** has so that I can login and retrieve my IP PIN. They replied back with a generic answer that did not acknowlege nor address my issue. I repeatedly asked in subsequent correspondence with them via email to provide a number to contact ID.me in order to talk to a human being, or they could call me on my cell phone in order to resolve the issue. All my attempts were fruitless and ID.me refused to help or provide a solution. I had no choice but to file an extension with the *** and was not able to file my 2024 taxes. It is hard to swallow that a private company who is being paid by my tax dollar is unbale and unwilling to talk to me directly.

  

  Business Response

  Date: 04/18/2025

  Hi,
  
  An ID.me agent has reached out to assist. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:04/17/2025

  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.

  ID.me is the most awful company I have ever had the misfortune to encounter. I have spent all day trying to log into the *** website using their dog s*** service, and not a single thing ever works. The login doesn't work, the email reset doesn't work, the *** authentication doesn't work, the *** reset doesn't work... When I submit a ticket, the people contacting me blatantly refuse to help, and route me to different departments, all of who also refuse to help get my account in order and help me log in. It's clear that the customer support employees don't want to work, as they only thing they say "sorry we can't help you, you have to file a ticket" - and when I file a ticket and get on another call, that person also says "sorry we can't help you, you have to file a ticket", and so on. ***** this company at all costs if you can help it. I will be deleting my information from this app and never using it again.

  

  Business Response

  Date: 04/18/2025

  Hi,
  
  An ID.me agent has reached out and provided a link to our account recovery chat. 
  
  Best, 
  

  Customer Answer

  Date: 04/18/2025

  [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: 23219506
  
  I am rejecting this response because:
  Clearly ID.me did not read the entirety of my complaint. Every new person I spoke to on the recovery chat said they were unwilling to help me, and routed me to another recovery chat, where the person also said they were unwilling to help me, and so on. I went through this process 5 times in a single day before I decided I will never use the awful ID.me service ever again.
  
  Regards,
  
  ********* ***********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/09/2025

  Hi,
  
  To have your name changed with ID.me you would need a primary document. If this is not the case then you would need to refer to the *** to see if there are other options.
  
  
  Best,
  ID.me 

• Initial Complaint

  Date:04/17/2025

  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 uses I'**** to login to social security After finishing all requirements. I was able to login and received txt code . The next day tried to login but never go 6 digit code After several attempts still no txt code Tried to use recover account. Got to many attempt error Sent several emails over 3 day ago to support and haven't got a response I really have to appy for ss benefit It would seem if I'd me is only way to login to social security it we have better customer service and

  

  Business Response

  Date: 04/18/2025

  Hi,
  
  No account or ticket was found under this email. Happy to assist can you provide a number as the number submitted on this complaint is missing a number. 
  
  Best, 

• Initial Complaint

  Date:04/17/2025

  Type:Order 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 is about they worst I have seen try to do verification. The government is switching to this company for all verification now? We are all screwed. I have no doubt this company must have bribed many corrupt politicians to win this contract. The information they want to collect, first is not needed to verify any id. It is meant to collect your data. To what end. God knows. If you want to talk to anyone. At all. Good luck. You will be treated to stupid AI scripts, no email that I could find and constant requests to reupload information and wait for people who they say will contact you, but never do. Forget about a phone number. This is to get on the *** website. ****. I have a S22 phone, but somehow it does not have some capture tech to take a selfie. Of course, you won't learn this until wasting 5 mins, or more uploading the same docs because this error does not come till the end, then it starts you all the way back to *********************** is greedy, unethical and backwards. They will fit right in with our current government and it does not matter which fake side of the isle. Both sides are out to s**** us. This company is the perfect example.

  

  Business Response

  Date: 04/18/2025

  Hi,
  
  You should now be able to proceed with your account.
  
  Best,
  ID.me 

  Customer Answer

  Date: 04/18/2025

  [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,
  
  ****** A ****