Customer ReviewsforIdentrust, Inc.

The worst customer experience I have encountered in years, I submitted the application through the website and received confirmation emails. I then downloaded, completed, had notarized and fedexed the documents to them the next day. Right after I did that I received an email saying my application was rejected because their address for my company was slightly different than what I put on the application (same location). Their solution was for me to start all over and submit a new application. I called and tried to explain but ******* said you received the email so that is what you have to do.Instead of doing that I contacted their competition (WidePoint) who were extremely helpful and walked through the whole process with me.Avoid this company as they act like they dont care about customers.

IdenTrust is bound to the requirements of the ************* ********** of **************************************** X.509 Certificate Policy, the governing document of all ECA digital certificates. The document may be found at ***************************** . Section 3.2.2 requires the verification of the organization name, address and documentation of the existence of the organization. This information is verified using an approved source such as a Secretary of State or other governmental registry, or commercial database such as Dun and Bradstreet, requirement confirmed in Certificate Practice Statement for the US ********** of **************************************** (ECA) Program document, found **************************************************************************************************************************************. This document confirms how IdenTrust supports the DoD policy and is approved by the ********** of ******** When verifying the organization for the reviewer our agent followed the prescribed process, acting appropriately by placing the application on hold pending receipt of documentation confirming the name entered on the application. The alternative to that is to reapply with the correct address. The address entered by the Reviewer included the name of the office park where the organization is located. IdenTrust was unable to confirm this information using an approved method. This Commentor identified this information using ****** which is not an approve method of verification for the application required to proceed with the application. Note - IdenTrust does not divulge the database used to verify addresses as a security precaution. To do so weakens the chain strength and integrity of the certificate.This Commentor also reviewed the phone call between the Reviewer and the IdenTrust Support team. While the information provided to the Reviewer by the Support Agent was correct it is determined more explanation could have been offered. Appropriate action will be taken to address this internally. To reiterate, all action taken by IdenTrust while attempting to verify the organization address was in accordance with DoD's ECA policy requirements, and follow up requests to either reapply or submit documentation for the address as listed on the application were appropriate.

I submitted for a certificate at the end of February, I hadn't heard anything so I reached out via email at the end of March but before the due date; but due to our email server settings the certificate retrieval email was put into quarantine until after the due date. I called customer service, and they verified my original voucher and sent me a new one. A couple of the bad points were that I had to go through the paperwork **************** again and submit my identification documents. There were also no instructions to submit the identification documents with a return shipping label to get your IDs back. I came back to work after a long weekend to a message saying that if they did not receive a return shipping label within a week, they were going to SHRED my IDs (Passport, Birth Certificate and marriage certificate)! IdenTrust- Please put all procedures in your emails for document submission but thank you for resending the voucher.

Thank you for your review! I understand the need to complete paperwork again is frustrating. Unfortunately, IdenTrust's hands are tied there. The *** policy requires identity vetting to not exceed 30 days between taking place and retrieval of the certificate. The identity documents you sent in actually weren't necessary - your identity is verified between you and a notary and captured on Part 2 of the forms packet. I apologize you thought the instruction was to send in the actual documents, that is not the case. I do see a few action items I can take to improve the customer experience and thank you for drawing attention to them. We strive to provide nothing but excellent customer service and we can't do that without hearing from you - what works, what does not. Thank you for choosing IdenTrust, we look forward to working with you in the future on renewal requests. Should you have any questions or need assistance during the life of your certificate you may reach out to us via phone, email, or our online ticket submission option - ********************************************************************************.

Absolutely the WORST experience I have ever have with reapplying for a certificate. Told it would take a few minutes. Seven (7) application submissions since last evening, (6 declined for a credit card I have had for 20 years!!), and still waiting!!!!!!If there was another option I would take that!!!If I could leave ZERO stars, I would.

After research it's confirmed that 5 of the attempts were 'soft' rejected. The bank approved the request, but the card processor flagged the card due to and declined the authorization. The 6th decline was due to billing information missing. We apologize for the inconvenience experienced and are taking steps to address the issue with the card processor. Please reach out to ************************************* to arrange a call to have the payment manually processed and assistance obtaining a new certificate.

I am a new *** and purchased a digital signature. I later found out I did not need it in my state. I was told by this companys customer service there was nothing they could do. So, they took my money knowing I didnt need the certificate and refused to refund my money. I received my refund through my credit card company and never even logged in to access the certificate. This makes no sense. I got my money back! As a company there is no excuse for them not issuing a refund for something that was never used.

IdenTrust is proud to provide accurate, detailed information via our website, email correspondence and Support team. It is important to note that while we offer different certificates for different programs, we do not know exactly what the certificate being used for, nor do we determine if the certificate is required. The Subscriber Agreement accepted by this customer prior to submitting the application includes a statement in section 5 which states In the event IdenTrust approves Your application for a Certificate in connection herewith, IdenTrust will process the credit card charge, purchase order, or voucher number. Once such processing occurs, unless otherwise required by law, no refunds will be provided by IdenTrust.Due to the acceptance of the agreement, the application being processed and approved, this customer is not eligible for a refund but is eligible for a payment voucher that can be used for a new certificate within one year. IdenTrust strives to provide excellent customer service and we welcome feedback. In this instance the customer agreed to the terms and conditions prior to purchasing the certificate and as such we are unable to process the customers request for a refund. The customer may contact our Support team to obtain the payment voucher within one year of the application being approved.