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:08/02/2023

  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.

  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

  Date: 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

  Date:07/25/2023

  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.

  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 please

  

  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

• Initial Complaint

  Date:07/23/2023

  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.

  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: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.

  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: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 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:07/01/2023

  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.

  ID.me will not allow me to log into the *** site.

  

  Business Response

  Date: 07/19/2023

  Hello.

  Thank you for bringing this to our attention. In order to assist you in resolving this issue, we kindly ask that you attempt the troubleshooting steps provided by our team via phone and via email. Please follow up with the team member you were corresponding with if you would like assistance with these troubleshooting steps. 

  -******, ID.me 

  Customer Answer

  Date: 07/20/2023

  This reply is indicative of the troubles that exist inside ID.me. The issues they have are significant and chronic, the fact that the *** chose them to provide exclusive vetting services to IRS users (ID.me is now ONLY way to contact the *** as you will be on hold for a VERY long time if you try to phone them) baffles me.

  They constantly provide canned replies to every interrogatory and this reply is typical. I reply to every email I receive from them, participate in every phone call. They remain utterly either unable to unwilling to resolve my issue, a issue BTW that impacts many of their users as even a cursory ****** search will reveal.

  The resolution is simple, fix your system so I can log in.

  Thank you.
  
   Complaint: 20263164
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/31/2023

  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: 08/01/2023

  [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: 20263164
  
  I am rejecting this response because:
  

  My issue has in no way been resolved, as has been the case in every interaction I have had with ID.me there response is not helpful.

  I am not able to log in, the failure is exactly as it was prior.
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/22/2023

  Still not able to log in, this is the *** by the way, a significant federal govt. agency that I have not been able to contact ever since they gave this contract to ID.me. It would be laughable if not so tragic!

  Every single attempt to resolve has been nothing more than useless smoke and mirrors. ID.me knows this of course, and are utterly unable to fix it.

  This is just not right...

  *****

  Customer Answer

  Date: 08/22/2023

  They wiped out my ID!!!

  Now I have to go through that PAINFUL process again!!!

  Just when I thought it could not get worse.

   

  Customer Answer

  Date: 08/24/2023

  On Aug 22 while in the process of logging in (unsuccessfully) I received a email stating my account had been suspended, there was no reason for this. I created a support ticket at that time stating that because my account was suspended my ticket would need to be escalated. I have not heard anything since.

  I suppose no one at the *** reads these threads, but if they do I would like them to know that:

  1. Now for several months I have not had access to my *** account, a access that I desperately need. Any who read this may know that despite the existence of a phone number there really now is no other way to contact the ***. The *** made the decision somehow to farm out the access vetting to a (in my experience) incompetent company and that is ID.me.

  2. Note that I am a computer engineer, I log into dozens of web sites that have high security weekly. The only one I have trouble with is the *******.

  3. To date ID.me has wasted countless hours of my time not to mention that the lack of access to a major US government entity might entail significant financial liabilities for me. I would not be surprised if their performance rises to the level of a class action at some point. The lack of function really is remarkable.

  4. Previous to the ID.me take over I was always able to access my ******* account, since that date ID.me has:

  a. Continuously responded to my issues with canned replies that have zero meaning.

  b. Destroyed my completed vetting process for no reason (a process that is difficult in itself).

  c. Locked my account several times for no reason.

  d. Exhibited slow response to my issues in every case.

  This really has no risen to the level of scandal, I will not be surprised to see this show up in the media at some point.
  

  Customer Answer

  Date: 08/24/2023

  [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: 20263164
  
  I am rejecting this response because:

  My issue has in no way been resolved, as has been the case in every interaction I have had with ID.me there response is not helpful.
  
  I am not able to log in, the failure is exactly as it was prior.
  
  Date Sent: 8/24/2023 8:12:02 AM
  On Aug 22 while in the process of logging in (unsuccessfully) I received a email stating my account had been suspended, there was no reason for this. I created a support ticket at that time stating that because my account was suspended my ticket would need to be escalated. I have not heard anything since.
  
  I suppose no one at the *** reads these threads, but if they do I would like them to know that:
  
  1. Now for several months I have not had access to my *** account, a access that I desperately need. Any who read this may know that despite the existence of a phone number there really now is no other way to contact the ***. The *** made the decision somehow to farm out the access vetting to a (in my experience) incompetent company and that is ID.me.
  
  2. Note that I am a computer engineer, I log into dozens of web sites that have high security weekly. The only one I have trouble with is the *******.
  
  3. To date ID.me has wasted countless hours of my time not to mention that the lack of access to a major US government entity might entail significant financial liabilities for me. I would not be surprised if their performance rises to the level of a class action at some point. The lack of function really is remarkable.
  
  4. Previous to the ID.me take over I was always able to access my ******* account, since that date ID.me has:
  
  a. Continuously responded to my issues with canned replies that have zero meaning.
  
  b. Destroyed my completed vetting process for no reason (a process that is difficult in itself).
  
  c. Locked my account several times for no reason.
  
  d. Exhibited slow response to my issues in every case.
  
  This really has no risen to the level of scandal, I will not be surprised to see this show up in the media at some point.
  
  
  Date Sent: 8/22/2023 10:33:22 PM
  They wiped out my ID!!!
  
  Now I have to go through that PAINFUL process again!!!
  
  Just when I thought it could not get worse.
  
   
  
  Date Sent: 8/22/2023 10:27:14 PM
  Still not able to log in, this is the *** by the way, a significant federal govt. agency that I have not been able to contact ever since they gave this contract to ID.me. It would be laughable if not so tragic!
  
  Every single attempt to resolve has been nothing more than useless smoke and mirrors. ID.me knows this of course, and are utterly unable to fix it.
  
  This is just not right...
  
  Regards,

  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 09/26/2023

  There has been zero resolution from ID.ME for over 1 year now. They recently told me my issue had been fixed, when I tried to log in I see

  Change rejected
  The change you wanted was rejected. Maybe you tried to change something you didn't have access to.
  If you believe you have received this message in error, please try again or visit our customer support knowledge base.

  This company has zero functionality in my case, and a short internet search shows there are millions in the same boat.

   

   

• Initial Complaint

  Date:06/26/2023

  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.

  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: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.

  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: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.

  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: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.

  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.