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:09/01/2025

  Type:Billing 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 have had an account with ********************** for a couple of years, which Ive used to login to the *** and ******************************. This account is under my name and email address ********************** About a year ago, the ****************************** sent an email to my wife - ***** V. *******- alerting her that she would need to set up an ID.me account to access SSA. We set her up with a new email account - *************************** then tried to set up a separate ID.me for her. For whatever reason, her account with the ************************* has been confused with mine and has my name on it. So as it stands, there are two accounts in ID.me with my name and physical address but with different email addresses. ID.me does not have phone support, so I have had to rely on submitting tickets to request changing the name of the second account to my wifes name. I have sent multiple tickets and submitted photocopies of my wifes state drivers license for verification, but ********************** has rejected all my requests for help. Today I submitted another ticket (#****-2095) and they rejected it again. All I get are reasons from their automated agent that explains nothing. I am requesting the BBB to contact a live person at ID.me and make the account correction.

  Customer Answer

  Date: 09/02/2025

  I was finally able to connect with a live person.  They still refused to correct the error, and instead advised me to delete the incorrect account.  I have done so, and will start over with a new account for my wife.  You can close this complaint but please post for others to see.

  

  Business Response

  Date: 09/02/2025

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

  Customer Answer

  Date: 09/02/2025

  [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:09/01/2025

  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.

  When trying to verify my military veteran status it keeps saying I have a duplicate account, which I have no idea who or how this was set up nor, do I know the suppose email or password for said account. I have been trying to resolve this issues for 2 weeks and about to lose out on it $1K veteran credit for ***** as well as a ******* crdit. I have tried everything, and submitted multiple tickets, but I cannot get a live person to discuss and rectify issue. This is the worst customer service company I have ever experienced and will advise businesses to not do business/cease business with this company.

  

  Business Response

  Date: 09/02/2025

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

• Initial Complaint

  Date:08/31/2025

  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 requires documents to be uploaded to have my full name and address on them.The documents ID.me allows me to upload want my US address on all required documents. I live in ********. My documents here have my Thai address and therefore ID.me won't accept them.Because ID.me is the only portal to my Social Security account and it will not register me, I am being denied access to Federal benefits because of their system. I am presently caught in an ** loop telling me to submit documents. I have internet chatted with a few human representatives but I always end up back in the ** loop. I do not know how to escalate the situation and get registered. I need an alternative method to prove my ID and access my Federal benefits.

  Customer Answer

  Date: 09/02/2025

  As of September 2, this matter has been resolved. I gave been successfully registered with ID.me.

   

  

  Business Response

  Date: 09/02/2025

  Hi,
  
  In order to be able to pass the verification all documentation must match. As you are abroad, we suggest you use your passport as the main identity document and then provide proof of address documenation using the information from your current residence.
  
  Best,
  
  ID.me

• Initial Complaint

  Date:08/31/2025

  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 signed up for ID.me but was unable to use them to sign into a providers website to purchase a product. What value do they provide?

  

  Business Response

  Date: 09/02/2025

  Hi,
  
  If you need assistance please submit a ticket. If you have a log in issue, please complete a password reset so that you may regain access. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:08/31/2025

  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.

  Was told I had duplicate accounts. Attempted to use *** the virtual assistant and was not helpful. Received an email stating to reply back if it wasn't helpful. I replied multiple times, for the last 8 days with no response. I have spent the last 8 days trying to get in contact with anyone who can offer assistance, I even reached out to social media. I am trying to re-verify my account. I have been a FF for 11 years and want to purchase a vehicle but need to verify my ID.me account, which I am unable to do since there is zero access to customer support.

  

  Business Response

  Date: 09/02/2025

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

  Customer Answer

  Date: 09/09/2025

  [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:08/29/2025

  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 have spent over a month trying to login to the *** website which solely uses ID.me for their MFA and login portal. For some reason ID.me has an email address on file from a job I worked over 7 years ago which I no longer have access to. I have had texts sent, verified my email multiple times and the website will not let me log in. Id.me does not provide an option to merge the accounts, the only option provided is to login with the email I cannot access. After going through a ridiculous amount of steps have finally been directed to an AI chat line. The chat line stated I need to prove my identity by providing my SSN and do a live video chat. An "agent" hopped on the chat and told me "congratulations, you don't need to do the video chat, let me redirect you to another team to handle your situation." That was over an hour ago and I have been waiting in this AI chat without any form of resolution achieved. There is no phone line and no way to contact the help department (if they even have one) directly. This is absolutely ridiculous for a company that holds a contract for and manages the *** and login support for the ***** How am I supposed to pay my taxes if I can't even log in. A customer service line needs to be added ASAP, chat responses need to be WAY shorter, and if I were the *** I would select one of the other thousand MFA companies that actually have proper customer support channels. I can not even comprehend how much time I have wasted trying to simply log in to pay the government my forced contributions to their ever crumbling clown show. To this day my issue still has not been resolved.

  

  Business Response

  Date: 09/02/2025

  Hi,
  
  We see that you are now all set under a new account.
  
  Best,
  ID.me 

• Initial Complaint

  Date:08/28/2025

  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.

  The ID.me services commonly used by State and Federal organizations cannot accomodate the amount of traffic and use that it recieves. The Identity Verification leaves little to no alternative for those who have no access to modern electronics. This is particularly frustrating as there is no warning that a tool such as a Cellular Device would be necessary to complete the Identity Verification process. This often leads to users spending up to an hour putting in and verifying information, only to be stonewalled by the need for a Cellular Device or Camera.

  

  Business Response

  Date: 09/02/2025

  Hi,
  
  Please reach out to the site you need access to for alternatives if you are not able to complete the ID.me verification. 
  
  Best,
  ID.me 

• Initial Complaint

  Date:08/28/2025

  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 company is horrible and offers no assistance to people who desperately need to seek a resolution. You have no way of speaking to anyone and no one will respond to you. There is no way to get a status of your ticket nor to find out if any more information is necessary. The telephone number is a phony number and there is no other way to get a hold of anyone. You are forced to be in a horrible cycle with a terrible AI bot.

  

  Business Response

  Date: 09/02/2025

  Hi,
  
  An ID.me agent has followed up with you to assist.
  
  Best,
  ID.me 

• Initial Complaint

  Date:08/28/2025

  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 have been reaching out to ID.me using the online ticket portal for the past 2 weeks. I have 1 ID.me account created in 2022 with my old address. For some reason, I can not update my address in that account. When I checked my verified ID's it shows my old address. Additionally my full name is not displayed either. So I asked for a name correction to show my FIRST MIDDLE LAST in all capital letters which will match the drivers license. I also asked that my address is updated to the new address currently displaying on my drivers license. When I could not get it done through the account created in 2022, I created a new account with a new email. I went through the verification process including submitting a picture of my new drivers license. Once I verify my SSN is directs me back to the old account to log in.I am needing assistance with this. These people have access to my SSN and address and it's not benefitting me correctly. I am asking for removal of the old address and to correct my name to include all given names not just first and last name.

  

  Business Response

  Date: 09/02/2025

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

  
  Best,
  ID.me 

  Customer Answer

  Date: 09/02/2025

  [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 ********. ***** from ID.me reached out to me via email.  I uploaded the current drivers license and both my name and mailing location has been updated. Therefore that resolution is satisfactory to me. 
  
  Regards,
  
  ******* Ramon ***************

• Initial Complaint

  Date:08/27/2025

  Type:Billing 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 always use the *** website to pay taxes and check my transcript. I am currently unable to access the site because it uses ID.me. I do not understand why they have such a contract when they cannot be reached only by a bot chat. When I informed the ** chat that my account was suspended, they sent me an email with several questions. I answered those questions, and then I got an email saying, " Sorry, your account remains suspended and another bunch of questions. The questions are basically the same, wordy differently. No way to contact anyone. Now I am going to be late with my payment because I cannot access the *** website. They need to find a better system for their support. I cannot rely on something this serious for a system that resembles chatting with a scammer. I got suspended, ok. My account was compromised; I don't know how, but it had to be as easy as sending information or something. No, just questions like, 'Did you share your account?' etc. It's horrendous the system they have. I need to get this account unsuspended.

  

  Business Response

  Date: 08/28/2025

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

  Customer Answer

  Date: 08/28/2025

  [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,
  
  ******* *****