ComplaintsforIDEMIA Identity & Security USA, LLC

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited an IDEMIA location for *** precheck. The IDEMIA representative collected my information, took my money ($78), and told me I should expect my KTN number in 3-5 days with some exceptions taking up to 60 days. Today is day 64 for me. The message from each IDEMIA representative I have spoken with over these 64 days has been the same: my application is in progress and be patient. Given we are past their stated time window of up to 60 days, they have breached their transactional obligation, so I asked for our transaction to be voided (i.e., I asked for a refund). They are refusing to give me a refund. Why does our government subcontract to a vendor that breaches their transactional obligations? Even worse, they are breaching their transactional obligation while forcing customers to honor theirs. P.S. I suspect ********************** simply lost my application.

  Business response

  10/21/2024

  Hello *****, 

  IDEMIA has investigated and determined that your enrollment package was completed properly and successfully transmitted for background check initiation and eligibility determination, which is completed through the *** and TSA. IDEMIA has opened an escalation ticket with *** for resolution on your behalf and we encourage you to occasionally check back with our call center for status updates, ************, referencing Ticket # T27BB3S.

  Thanks, 

  ******

  Customer response

  10/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  The reason I am not satisfied with the response is because they committed to disposition my application (i.e., either give me a KTN number or tell me I failed to pass the security checks) within 60 days. It is now day 75 and they still have no disposition. Since they did not hold their obligations in the transaction (i.e., they did not complete their disposition of my application within 60 days), I believe I should not have to honor my obligation either (i.e., I deserve a refund of the full amount paid).

  Note: I suspect IDEMIA representatives are still taking new applications and still telling new applicants to expect their KTN number in 3-5 days but not later than 60 days. The IDEMIA robo operator still mentions 60 days when you call them *************). Try it. 
   
  Regards,

  *****

   

   

  Business response

  10/31/2024

  *****,

  We continue to escalate your ticket, T27BB3S, with TSA, and it appears this is still under review. However, we certainly understand your frustration, and this is not the experience we expect our customers to have. We have issued you a refund for the full amount of your enrollment, which you should see returned within 7-10 days. This refund does not stop the ticket process or void a determination once the ticket has been resolved.  

  IDEMIA Customer Service

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paind almost $80 for tsa -precheck almost 90 days ago 3 months!!! It was supposed to take 3 to 5 days or up to no longer than 60 days! After 20 phone calls to idemia and *** no one knows anything about why there's a delay! I've had no letters or communication at all. *** claims it's an idemia issue that they need to correct. You're supposed to provide me with communication if you're missing information but no you have sent me nothing. I provided my passport,my ID and drivers license! Nothing please give me a refund because someone dropped the ball my information was never transmitted

  Business response

  10/21/2024

  Hello *******, 

  Although you provided a USPP while enrolling, *** had to conduct a longer than normal background check while completing your application, resulting in extended processing times. IDEMIA has confirmed you were found eligible on 10/13/24 and should have received your known traveler number.

  If you are still experiencing issues, please contact our call center at ************, for additional assistance. 

  Thanks, 

  ******

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was working on getting my **** licensure and the State of Tennessee referred me to this shifty Identigo company to get my prints done. First of all, it was hard to find because its in a like ex-bridal shop and had a single sign on the door stating it was the Identogo place. I was uneasy when they lady had me leave her alone with my credit card but trusted if the State of TN referred me there it must be fine. But here is where the issue is. I had to take off of work to go there. She did each of my fingerprints 3 or 4 times. I asked if that was normal and if there is a problem and she said no its normal. I paid my fee and went back to work. I got an email at the end of the day that said Your fingerprint submission could not be processed due to an issue with the quality of your fingerprints. You will be receiving a notification from your agency with the information necessary to register and schedule an appointment to be reprinted. There is no additional charge for this reprint process. I called the company and asked for a refund. I dont have the time to take off of work, AGAIN, for something that should have been done right the first time. Then today I receive an email from ******* ******* that said We are unable to process your request for a refund due to rejection of ridge detail. You will need to schedule a retake appointment or follow up with your requesting agency for assistance. If you have any questions, I can be reached at ************. The agency may ask you for the information below. As if it were my fault the prints were messed up and not the expert working there taking them. I would rather NOT get my licensure if it meant having to take another unpaid hour off of work and dealing with this shady Identogo company again. I want my refund. They really should be investigated. I may contact the *** as well.

  Business response

  10/15/2024

  Good Afternoon ***,

  Upon review of your request for a refund, IDEMIA/IdentoGO has determined you are not eligible for several reasons. You acknowledged and accepted the refund policy at the time of scheduling, which states the payment is non-refundable. This acceptance binds you to the terms set forth, including non-refundable processing fees. The service you paid for, fingerprinting and submission to the requesting agencies, was completed. The low ridge quality issue, which led to the rejection, is not considered an error by the enrollment agent, but rather a condition that can affect 3-5% of the population. After further investigation into this matter, we determined that our agent performed the service correctly and the rejection was due to factors beyond their control. IDEMIA's process allows for a rejection reprint appointment at no cost to the applicant, giving a chance for their fingerprints to be resubmitted. Although you have chosen to opt out of this remedy, this does not change the fact that the original service was rendered. 
  
  In conclusion, since the poor ridge quality is not attributed to any error during the enrollment process and you agreed to the non-refundable policy, a refund is not warranted. You still have the option to schedule a no-charge reprint appointment if you wish to continue the process. 

  Thank you, 

  IDEMIA Customer Service

   

  Customer response

  10/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Why would she take my prints a ton of times then?  Is that normal?  She said there was no issue with it.  And will I have his ridge issue again, which I did NOT have a year ago when I had my prints done.  
  

  If anything else let it be publicly stated how shifty this company is.  They have iffy policies, are located in buildings where it is barely marked that they are there, and they will want to be left alone with your credit card.  Beware.  And I am filing a formal complaint with *** over this companys practices.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

  Business response

  10/22/2024

  The reason the enrollment agent took multiple fingerprints was due to her attempting to capture the best possible print. ********************************* (***) makes that determination once they receive and review your fingerprints. *** will request you to return to recapture your fingerprints if TBI determines your fingerprints are illegible.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I paid this company $38.25 to process my fingerprints and to forward them to the **************************** since I am applying for a real estate license. They refuse to process my fingerprints because their system failed to charge the 80 cents sales tax. Clearly, this is not the consumers issue. I was quoted a fee that day and I paid the fee. Now, they are holding my fingerprints hostage until they collect the additional 80 cents. Unfortunately, this will affect many applicants. Not only is this causing a delay obtaining my license, but the calls to get this corrected has already exceeded 2 hours! I called the **************************** and they were able to see my payment to *********, but their hands are tied on obtaining the fingerprints.

  Business response

  08/28/2024

  **************,
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by not receiving your fingerprints as expected. We understand how important this matter is to you and are committed to resolving this as quickly as possible. 
  
  After reviewing your case,it appears that there is a system issue with the equipment that processed your enrollment. It did not automatically include the standard card fee, which prompted the system to create a ticket to collect the .80 card fee after the appointment was already completed. We are looking into this matter and will correct it as quickly as possible.
  
  We deeply regret any inconvenience this may have caused. We are going to refund the full amount of $39.05 back to you for your inconvenience.
  

  IDEMIA Customer Service

  Customer response

  08/28/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received the approval for the tsa precheck but i cannot verify it because the link I am being sent DOES NOT work for me. I have called for more than two weeks and the customer service staff is useless. They hang up on me as well as simply tell me to call back. They should not be allowed to treat customers that way. ALL I am looking for a proof that I have been approved. It is a simple and valid request that IDEMIA can't seem to handle. The rudeness of the staff as well as their lack of professionalism and knowledge has done it for me. As a contractor for a federal agency, this should not be allowed.

  Business response

  08/22/2024

  Hi *****,

  Our records indicate that one of our representatives provided you with your KTN during a call on 7/30/2024. There's no indication that there was any trouble during the call, but your issue has been addressed with our call center. We attempted to reach you on 8/19/2024 to provide you with your KTN but we were only able to leave a voicemail. You may utilize our KTN look-up tool to locate your KTN by copying and pasting this link in your internet browser (******************************************************************************************************************). You may also reach back out to the call center at ************.

  Thank you,

  IDEMIA Customer Service 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Complaint is re: Idemia - 3rd party vendor that processes TSA pre-check enrollment. I originally made an appt w/ them for Jan 6, which required me to provide all sorts of personal information. The night before the appt, they sent me confirmation text asking to confirm, which I did. When I went to the appointment, there was nobody there. This office is located within a Staples store and when I inquired with the Staples manager as to where the Idemia employee was, he told me that she had walked out on the job two days prior.Yet Idemia still confirmed my appt! It took me 6 mos to muster the energy to do it again, and I made an appt for 8/2. I also made an appt for my spouse so he could go with me. We went at our appt times and had to wait an hour. When it was finally our turn, the Idemia agent took our payment which was charged to our credit card, and took all of our personal information, including passports and fingerprints and told us that we would receive a receipt and confirmation via email with status . Today, a week later, I had not received an update so I called and was told by their customer service agent that our information wasnt in their system. They had no record that wed been there that day other than that they could see that we had appts and we had paid there that day. She couldnt explain why. All just said we would have to make another appointment and do it all over again. Furthermore, I notified this customer service agent that the agent we met with on 8/2 was extremely unprofessional/ asking personal questions that made me uncomfortable fqr beyond nature of what they would need to ask -. Including about our jobs and our children. She proceeded to tell me all about who she was dating online and show me photographs of men on her phone. I tried to be polite.. I told my husband I was extremely concerned giving info to this person. It outrages me that we are trusting Idemiq with the most aerious id / info which is completely mismanaged. Can

  Customer response

  08/20/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went by appointment to IDENTOGO to obtain mail in fingerprints as suggested online from the *** website. IDENTOGO *************************************************************** was difficult to locate as they do not have a clear sign it appears to have a few other businesses running in the same office such as Angels etc. appears to be a drug testing office.Unfortunately I tried the identogo services they scheduled several appointments for the exact time as mine with only one fingerprinter. He appeared in a rush. He took prints of all my fingers then one by one, then printed them upside own on a card (see the attached photo). The fingerprints were not in the appropriate boxes as labeled.I mentioned to him that it is messy the prints are not in the correct boxes and the form is upside down. He said I can't do anything about it. I asked him how they will be accepted like this? He said I don't know there's alot people waiting. He doesn't have time to fix it. He gestured his lack of care. The lady who took my license to the other office without me was later at the desk she didn't care that it was not properly done. She said it's non refundable. There are other customers waiting. Neither of them could say if these are acceptable fingerprints.I'm concerned about their unprofessional service as seen at my scheduled appointment. Im also concerned about my personal information. Regardless I mailed the fingerprints and IdentoGo receipt into the *** (since they authorized that office to do fingerprints). It must be acceptable?.Please advise. Thank you *******

  Business response

  08/30/2024

  Khedeja, 

  We apologize for the way you were treated at the enrollment center and are addressing your situation with the site. We've been trying to reach you over the past several days to offer to print you again at no cost, but we've only been able to leave voicemails. We've gone ahead and refunded the fee for the original set of prints, but if you return our calls, we're going to have you printed again at no cost to get a better set of prints. Again, we're sorry for the way you were treated and want to make it right.

  Thank you,

  IDEMIA Customer Service

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appt with my local MVA branch on 07/22/2024 at 11:30 am, was called back 2 hours after my scheduled appt time at 1:30pm, Was asked a couple of questions fingerprints were collected and was told that my travel number would be emailed to me 3 to 5 business days, it's day 7 of waiting for my travelers number and 4 days prior to travel and I have not received my travelers number. When I called TSA I was referred back to Idemia, when I contacted them they said it can take up to 60 days for application to be completed. If I would've known it can take 60 days, I would have not spent the $78. I believe IDEMIA representatives need to tell clients prior to collecting information and fingerprints that it can take up to 60 days, they can avoid this many complaints.

  Business response

  08/12/2024

  Good afternoon,

  The enrollment agent that completed the enrollment has been coached on the correct verbiage to offer to the customers. TSA has the right to take up to 60 days to vet a person for its programs. Again, we apologize for the inconvenience and additional training was conducted. Should you wish to speak with us, please contact us at ************.

  Thank you,

  IDEMIA Customer Service 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a CDL (commercial driver's license) holder and Instructor. For years, I have used Idemia for Hazmat clearance, **** card, and *** Pre-Check. This past March, my **** Card expired. So, I renewed it with this company, without incident for $117.25. Then, this past June, my *** Pre-Check also expired, and was sent email after email from Idemia to renew it. So, on July 4, I renewed that at a cost of $70. However, I was later told directly by the **** on July 6, 2024, that I did not need to renew the ***-PreCheck because it was now included with my **** Card. They advised me to contact Idemia to get a refund, since it was not needed. I did just that, advised by Idemia that they would send the request to their accounting department to cancel and refund my renewal. I was told they would get back to me withing the next 10 days. I received no call, no refund, but instead on July 26, 2024, I received an email stating my order was processed! This company should have been honest, and advised me I did not need to renew the *** Pre-Check, as it was now included with the **** Card. They induced me to renew with their fear tactic emails designed to create a fear of missing out,, and did so with the knowledge that I just renewed the **** Card, and said service was now included, and a separate KTN number was not needed! Even the *** advised they should have known this, and my account should have flagged my other products, and not been sold a product I no longer needed. This is dishonest, not transparent, and unethical! This company lacks integrity for not cancelling this upon immediately notify them of their mistakes, and not promptly refunding my credit card. I will also file a complaint with the **** and file a fraud report with my credit card company to initiate a charge back, since this is basically fraud for selling me something they knew I did not need, if they do not take action to correct their wrong doing.

  Customer response

  08/05/2024

  I have not heard from the business in response to my complaint.

  Business response

  08/12/2024

  ******************,

  *** just recently changed the rules associated with TWIC cards and providing the *** Precheck as part of that program. We have refunded the cost of your precheck enrollment that was completed online back on 07/04/2024. Should you wish to speak with us, please contact us at ************. 

  Thank you,

  IDEMIA Customer Service 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used IDemia for TSA PreCheck enrollment and input my *** number, the same day my *** online services account was deactivated. I use a different email address with *** , but the *** message came through the email address I used with Idemia. Therefore, the security breach came through IDemia.

  Business response

  07/22/2024

  Good morning,

  Our engineering team has investigated your claim and found that your social security number was not dispersed to any other systems internally or externally. We process thousands of customers weekly, so this appears to be an isolated issue. Perhaps the email you received was spam, but you'll want to follow up with the *** to find out why your online services account was deactivated. If you have any further questions regarding TSA Precheck, please reach out to us at ************.

  Thank you,

  IDEMIA Customer Service 

*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. ↩