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:08/26/2025

  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.

  My idme account has been suspended for over 3 years and recently I tried to get it back so I can get access to confidential documents like my transcripts on the government website but after contacting the support an agent reach out to assist with lifting the suspension on my account and was told I still have to finish up my verification on video call with a referee to get full access to the idme website and my data which is quite confusing because I have done all these video calls in the past. Its been over a month and Im still waiting to hear from the so called referee to schedule a video call . I kept receiving we didnt forget you email and then they totally stopped responding, this is a very uncomfortable situation because I need to be able to verify my identity on the government website to get access to my transcript and refund. I have sent countless emails but all I get is a chat bot and the error code 5001 . Something needs to be done about this because Im spiraling out of control. ***

  

  Business Response

  Date: 08/27/2025

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

  Customer Answer

  Date: 09/06/2025

  My issue still hasnt been resolved, I dont know why my case seems to be different when other are getting verified almost immediately idme has received my documents and selfie but has chosen not to verify me yet. Even after deleting my former account and making me sign up for a new one, time is ticking and I need to get access to their services to enable me get my confidential documents, somebody help!

  Customer Answer

  Date: 09/06/2025

  My issue still hasnt been resolved, I dont know why my case seems to be different when other are getting verified almost immediately idme has received my documents and selfie but has chosen not to verify me yet. Even after deleting my former account and making me sign up for a new one, time is ticking and I need to get access to their services to enable me get my confidential documents, somebody help!

• Initial Complaint

  Date:08/25/2025

  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.

  Like many have said, I just spent over 4 hours trying to gain access to my account. When I first signed up, I added a dot (.) to the email, which was an error, and my telephone number has since been changed. I accomplished absolutely nothing in those 4 hours, going around in circles with information that DID NOT HELP ME! AI is apparently running this program, and no human is available to be contacted, even where it says "contact us"! The idea is fine, but I wouldn't give you two cents for the insane way they set it up. I used the "f" word several times because the program is poorly developed... My suggestion is simple. GET THE **** RID OF IT and put a human(s) in charge of it. Typical bull c*** from our dumb government!!!

  

  Business Response

  Date: 08/26/2025

  Hi,
  
  Your update has now been completed as requested.
  
  Best,
  ID.me 

  Customer Answer

  Date: 08/27/2025

  [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: 23793190
  
  I am rejecting this response because: It shows that it was resolved so what exactly was resolved? I did not provide and details I have to sign into the website so where are we? It won't except the email address and it will not send me a code to a phone number that doesn't exist anymore. It won't let me start over so what are they saying it was taken care of???
  
  
  Regards,
  
  *** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/26/2025

  Hi,
  
  Please attempt to create an account with your email. 
  
  Best,
  ID.me 

  Customer Answer

  Date: 09/27/2025

  [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: 23793190
  
  I am rejecting this response because:

  It is not clear if I need to start a new logon or are we correcting the existing information. Trying to do a new logon, I am told that there already exists an account and won't allow me to do a new logon and doesn't allow me to start over! How about some "clarity" to the complaint as what to do! This "appears" to be an AI response!!!
  
  
  Regards,
  
  *** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/09/2025

  Hi,
  
  You can now set up an account under your current email.
  
  Best,
  
  ID.me 

• Initial Complaint

  Date:08/23/2025

  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.

  I purchased a Citizen watch (Model JX2006-52E, Serial ********** which I sent for warranty service on August 12, 2025, to the ********************** in ********, ** **** Tracking provided). The service order (SO00449865) was confirmed on August 13, ******* has now been over 30 days, and my watch is still being held with no repair completed, no replacement offered, and no clear timeline provided. This unreasonable delay has left me without my product and caused significant frustration.Furthermore, I had to pay shipping costs out of pocket, and Citizen has refused reimbursement I am requesting a full refund of the purchase price of the watch, plus reimbursement for all shipping costs. I no longer wish to wait for repair or replacement due to Citizens failure to provide timely warranty service.

  

  Business Response

  Date: 08/26/2025

  Hi, 
  
  As this is not an ID.me issue, we cannot assist. Please contact Citizen for more support. 
  
  Best, 
  ID.me 

  Customer Answer

  Date: 08/26/2025

  
  Dear BBB,
  
  I recently received a response regarding my complaint (#********) involving ID.me. The company is stating that my issue is related to Citizen. However, my original complaint was filed separately for both entities.
  
  I would like to clarify that my complaint against ID.me stands independently, and I do not authorize ID.me to share any of my personal information, documents, or details of this complaint with Citizen or any third party.
  
  Please ensure that my data privacy is respected as per consumer protection guidelines. I request a formal written confirmation that no data will be disclosed without my explicit consent.
  
  Thank you for your attention to this matter.
  Sincerely,
  ***** Asadinejat

• Initial Complaint

  Date:08/23/2025

  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 been a U.S. citizen for over 4 years. After my legal name change, I updated my records with all major agencies including *****, ****************************** (***), ***, DMV, banks, and local institutions.However, ID.me has failed to recognize my legal name change, which prevents or delays my identity verification for California ****** the past 6 days, I have submitted all required documents twice, but each time the system resets and asks me to upload again without any explanation. My attempts to contact ID.me support only resulted in automated responses, with no real human assistance.I very unluckily lost my job in just one day due to my position being eliminated. Now I urgently rely on unemployment benefits to support my family.This situation has put my life and my familys well-being at risk. I have a young child, and we currently do not even have enough food at home.I am requesting immediate correction of my identity records in ID.me and prompt transmission of verification to ********** EDD, so that I can access my rightful unemployment benefits without further delay.

  

  Business Response

  Date: 09/02/2025

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

• Initial Complaint

  Date:08/22/2025

  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 recently purchased a new **** Escape and applied for the college student rebate. I submitted the application form three weeks ago, and since then, the only update I've received from ID.me is a generic confirmation email stating, "We are processing your request."I attempted to contact ID.mes ************ but there is no way to reach a real person. The system repeatedly redirects me to an AI assistant that provides no meaningful help and continuously loops through generic prompts like "What do you need help with?"without offering any resolution. I filed an opening ticket. But help at all. This has been an incredibly frustrating and time-consuming experience, with no clear path to resolving my issue. I have serious concerns about ID.me's customer service. If this level of support continues, its hard to see how the company can survive.Ive never encountered a company that handles customer inquiries in this way. Ive already spent over four hours trying to claim a rebate, with no resolution in sight. This level of inefficiency and incompetence is unacceptable.

  

  Business Response

  Date: 08/26/2025

  Hello,
   
  Thank you for contacting ID.me.
  It looks like your student status was applied to your account.
   
  If you need help with something else, reply to this email with details of the issue and Ill get you the help you need.
   
  All the best, 
  ID.me
  

  
  

• Initial Complaint

  Date:08/22/2025

  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.

  ID.me has horrible customer service. I have repeatedly submitted requests to delete an old account associated with an old email address but receive only automated responses. I can't believe ********* and ID.me are the only ways to create *** and SSA business accounts. Until this is resolved I can't submit W2s for our city or do any other business on behalf of the city. It is incomprehensible that our tax money is given to an organization so blatantly incompetent. I will be contacting our senator and representative to look into why our tax dollars are paying for a contract with an organization that has no customer service but is required for government agencies.

  

  Business Response

  Date: 09/08/2025

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

  ID.me 

• Initial Complaint

  Date:08/22/2025

  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.

  I have been looking for employment. I stop using online platforms due scams. I went to my local career center which advertised all job have been thoughly check for scammers. I only start applying to these jobs. I received a email and text from an emploter from the career center. Ask me to send infprmation via text I was not comfortable sending. I called my career center that stated this employer had been verified . I did want to send my ID even after talking to them. The employer stated we can verify you through goverment IDme. They sent me a link . I looked on IDme websites they state if you do not give log in information they can not access anything but verify ID. I sign in complete verification. I also wrote IDme immediatly after due to recieving a strange text. The next day three different people were accesing my ID me account. I selected NO i did not authorize these people . It locked me out and let them in. They have filed unemployement on me in two different states in two days. Made up fake addresses and check stubs. I have reached out to ID me over 28 times . A robot keep telling me sign and block I can not. I called the *** to let them know my social is being used. I can not get response to stop this. A live person or real time communication for fraud is all I want. I am going through alot to try to stop all they are doing, but if they continue to let them in my account what I am doing is useless. I have been told that my several of the agencies *** told me to contact. I need someone at ID me to respond or block scammers. It seems to me all are working together.

  

  Business Response

  Date: 08/22/2025

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

• Initial Complaint

  Date:08/21/2025

  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.

  My ID.me account has been suspended for over one year despite repeated attempts to resolve the issue through ID.me customer support. I have written multiple formal requests (most recently on February 2, 2025) and previously engaged support as early as March 19, 2024, yet my account remains locked without explanation or resolution.Because of this prolonged denial of access, I have been unable to properly file my taxes with the **** and I am now facing *********** and financial harm. This situation is not an isolated service disruption but a systemic failure to provide timely resolution for a government-mandated service.

  

  Business Response

  Date: 08/22/2025

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

• Initial Complaint

  Date:08/20/2025

  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.

  I have been trying to help my daughter get a ****** account. In order to do this, you have to use ID.me. We started to create an account for her. We uploaded clear pictures of her military ID card, drivers license, Social Security card, and berth certificate. My daughter is at college, so i have her social security card and birth certificate at home in a safe. She has her IDs on her. They could not verify her identity so she had to set up a video call. They called her, she showed her military ID and drivers license in the video cvall. She did not physically have her social security card and birth certificate, but they had copies of it. Since she didnt have those, they hung up on her and said she has to start over. I attempted to contact customer service and i was only able to get a "live" agent. I wanted to see if we could set up a co-video call, or they could call her first and then call me to show them the docuemnts. They expained that they don't do that, they would not help me in any way. i don't even think i was takling to a person. Each response was very scripted and they did not try to talk to me like a customer or try to work the problem with me. They just kept repeating the same canned lines to me. They did not provide a number to where i could actually talk to someone to work out the problem and allow me to assist my daughter show she could get her VA benefits.

  

  Business Response

  Date: 08/22/2025

  Hi,
  
  A physical document will be required for the call to be completed. We cannot accept photocopies unfortunately.
  
  Best,
  
  ID.me 
  

• Initial Complaint

  Date:08/20/2025

  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.

  Someone has committed identity theft by linking their email (h**************************) to my information/ssn on id.me. I urgently need my IRS/SSA documents but cannot log in through id.me because my info is associated with a different email address. Id.me has not replied to my open tickets nor deleted the duplicate account.

  

  Business Response

  Date: 09/04/2025

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