ComplaintsforIDEMIA Identity & Security USA, LLC

• Initial Complaint

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6-30-23 I went into the ******************* office to obtain my TWIC Card via IdentoGo 4422 Ambassador ************************************ ***** Process was completed and my card was charged.After waiting the specified time and having not received my card,I then called to find out where my card was and was then told that I did not exist in the system because their computer was broken.I went back to the **************** on 10-20-23 and had to completely perform the process again. At this time I was charged an additional $125.25.I was told at that time that I would receive a refund in a week or two and the lady tried to tear up my original receipt from June of 2023. Luckily I stopped her and I have the receipt. Now I've called in numerous times with the receipt information as well as provided my credit card statement to prove I was charged in June of 2023. I've called in numerous times a month as well as sent too many emails and no one is responding to me with any answers. It's approaching a year since the original charge 6-30-2023, but the dispute started October of 2023. The call center stated that they cannot escalate this any more and that I can only call and email more frequently. I've also filed complaints in regards to the employees being extremely rude and utilizing their cell phones while taking down customers information. I also feel like the building is not suitable for this type of work because the lobby and the partitioned cubicles are easily within earshot.

  Customer response

  07/04/2024

  [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

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My TSA information was given to and used by an insurance company to text and mail unsolicited insurance quotes. When i called the agency, they told me they took the information from the tsa prescreen. I dont know how this is legal. Please help me understand. The agent is *************************** **************************************************************************

  Customer response

  06/24/2024

  I have not heard from the business in response to my complaint. I did hear from *** and they have started an investigation.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son and I went into our local location on 5/17/24 at 12PM. My son received his documents back in 6 days. I was specifically told by the person who did my interview and fingerprinting that I would have my TSA Precheck back in 3-5 days. I never would have spent the money if I would have known it would take this long. I fly out on 6/15/24 so if I was told that it would be ***** days before I received my precheck, it obviously wouldn't make sense for me to even enroll. I have a clean background with no issues so I don't understand why it could be taking so long. I've tried to call to find some kind of resolution but have been met with rude representatives (one of which hung up on me). I just want to get what I paid for in the time frame that I was promised by the person who did my interview. Again: if she had told me that it could be 60 or even 30 days, I never would have done it in the first place. I don't want to be difficult. I just want what I paid for. Could someone please help??

  Business response

  07/05/2024

  Good afternoon,

  Although most applicants receive their Known Traveler Number in 3-5 days, some applications can take up to 60 days. This information can be found on the *** website at ********************************************************* records indicate you were approved for Precheck on 6/29/24. You may find your KTN by visiting ********************************************************************************************************************* youd like to speak with a customer service representative, please reach out to us at ************.

  Thank you,

  IdentoGO Customer Service

• Initial Complaint

  05/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an appointment at the Idemia location inside ******* on ******************* in ******** **** for 2pm 5/15/24. I arrived at 1:45 to find 7 -8 other folks who also had appointments who were waiting. The Idemia employee had gone to lunch without saying when she would be back. One of the ladies who was waiting said she had been there since 1030am. I went ahead and left as there was probably no chance that I would even be seen before they closed for the day. One of the Staples employees apologized, saying that it didn't seem like this person knew what she was doing. I called the company and let them know and they were unconcerned. The next available appointments were on May 30 and May 31. I will not be dealing with this company and suggest that others stay away.

  Business response

  06/05/2024

  Good afternoon,

  We apologize for the inconvenience you suffered during the enrollment process. After researching it was determined the enrollment center was having equipment issues the day of your appointment but failed to notify us. Weve since spoken with the enrollment center on the need to contact us whenever technical issues occur. Because of this, were offering Precheck to you free of charge, should you still wish to complete the enrollment process. We attempted to reach you today but were only able to leave a voicemail. An email with a coupon code to cover the fee for ******** was also sent. You may schedule another appointment online or over the phone at ************. If you have any other questions, please reach out to us at the same number. 

  Thank you,

  IDEMIA Customer Service 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Scheduled an appointment for a May 2, 2024 10:00AM *** Pre Check enrollment and signed up for text alerts as well. Received a text confirming my appointment. On the day of the appointment I drove to the location, arriving at 9:50AM, to be greeted by a sign at the *** pre check location in the store stating "this location is closed for the day". When I stated to a nearby employee that I had an appt at 10am, he responded in a rude manner with "you need to drive to so and so location (***** mi away)" with zero explanation or apology. I am requesting an apology with an explanation as to why I was not notified that the location of my appointment was closed AT THE **** OF MY APPOINTMENT. Also requesting reimbursement of my lost time and gas expenses for the 24 mile round trip.

  Business response

  05/13/2024

  Good morning,

  We sincerely apologize for the inconvenience experienced with the enrollment center. The site was closed from 9:10am-3:00pm due to the enrollment agent having a family emergency.  There was no notice given to IDEMIA so that we could cancel appointments for that timeframe. We have addressed the closure notification policy with Staples leadership, and they are addressing it with specific sites, as well as sending out a communication to their General Managers reminding them of proper procedures for notifying of closures. Should you wish to speak with a customer service representative, please contact us at ************ between 8:00am-10:00pm Eastern, Monday through Friday. 

  IDEMIA Customer Service

  Customer response

  05/13/2024

  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. 

  The response failed to address compensation for the lost time, fuel, and wear and tear on vehicle driving to the appointment that was scheduled by IDEMIA but canceled with no prior notification of the cancelation.  Wholly unacceptable for a company with a government contract to conduct business in this manner with no recourse for the consumer. This was my only opportunity to attend an enrollment, which was scheduled and verified through IDEMIA. Their response is, "call customer service".  Not sure exactly what that is supposed to accomplish as this complaint is me contacting "customer service". 
   
  
  FAQ
  
  Regards,

  ***********

   

   

  Business response

  05/21/2024

  Good afternoon,

  Though we cant offer compensation for lost time, fuel and wear and tear on your vehicle, we are able to offer fingerprinting for TSA Precheck at no cost to you. A member of our customer service team reached out to you earlier today but was only able to leave you a voicemail. An email was also sent with a coupon that you may use to cover the fee for TSA Precheck, should you wish to schedule and complete another fingerprinting appointment. Should you wish to schedule an appointment over the phone or have other questions regarding the process, please contact us at ************ between 8:00am-10:00pm Eastern, Monday through Friday.
  

  IDEMIA Customer Service.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a disabled Senior, on, 4/03/24, I applied for ***** Pre-Check enrollment at *******, ***************, the fee of ***** was paid . At completion I was informed the process would be complete in 3 days. I explained that I would be traveling on 4/10/24 and informed it should be included in the airline system but, no email, or telephone call was received from ***** with a known traveler number, so I again telephoned and checked online as well as calling, and checking my preferred airline, unfortunately again to no avail. Returning nearly a month later there is still no Pre Check identity in my airline folio, no email, mail from *****. As of today several telephone calls have been made, and website checks to *****, TSA, and Staples. It's absolutely unbelievable that this type situation occurs with a supposed vendor representing the ******************* it's absolute incompetency, unprofessionalism, rudeness. All consumer having this runaround are entitled to, and should receive a full refund, as well as some other means of compensation for failure to deliver, exhausted time, etc. for a $***** paid good or service not delivered. Extremely embarrassing representation of ***. Thank you for your attention in this exhausting matter.Regards,

  Business response

  05/13/2024

  Good morning,

  We sincerely apologize for the negative experience youve had with the enrollment process. You were originally enrolled with an incorrect last name. We requested TSA to update and correct said last name and as of 5/8/24, you have been found eligible for TSA precheck. Due to the inconvenience faced, we have refunded your enrollment fee.  We have addressed the issue with the offending enrollment agent, as well as made ******* leadership aware.  We also informed the enrollment agent of the current website note of 60 days for turnaround, and he is adjusting his verbiage at the end of the enrollment. Should you wish to speak with a customer service representative, please contact us at ************ between 8:00am-10:00pm Eastern, Monday through Friday. 

  IDEMIA Customer Service

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently got fingerprinted at Identogo for a teaching job in **********, **. I then accepted a new job, and when I went to get my fingerprints and background check sent to my new employer, Identogo refused to give me my own results or send them to my new employer. They demanded I pay for and attend a new appointment and flat out refused to give me my own results, which I've already paid for.

  Business response

  04/29/2024

  *********,

  We (IdentoGO) provide fingerprinting services for background checks, but we do not have access to the results of said background checks to provide to individuals. The results belong to the agency that requested the fingerprint check. If another agency is requesting that you be fingerprinted,then youll have to complete the process again. If you have any further questions regarding the fingerprinting process for the state of ********,please contact our Kentucky customer service team at ************.

  Thank you,

  *****************************

  Business Analyst

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The transaction was done on February 23rd,2024. I paid $47.50. I was getting my finger print done for the second time after the first time I made an error. This time I knew what I had to do and what information I needed. I went in to get the finger print done. The elderly man asked for my information like Name, birth date, social, and then for my code which I read out loud to him. But he didnt understand. I had it pulled up on my phone because I wanted to make sure I was right. He took my phone out of my hand and kept it until after the finger print, I paid and left. A couple weeks later I am told the wrong code was used or my name was spelt wrong, which is the information he entered on the computer. I called to speak about what happened and what could be resolved. The receptionist picked up and said he couldnt understand what I was trying to say so he transferred me to the manager. She answered and I explained the problem and my concern about the employee taking my phone from me. She said that they dont enter that information and that its everything on my end. So I explained that he took my phone from me and entered in information. She said that couldnt happen and that they dont do that. I was treated with disrespect and felt inferior and that I wasnt even being given a chance to explain. If they cant fix it I would at least like the money back.

  Business response

  04/29/2024

  Kyla,

  We apologize for the inconvenience caused by the error in processing your prints at the enrollment center. The fee has been refunded back to your card and our call center attempted to reach you at the number we have on file, but they were only able to leave a voicemail. Should you still need to complete the fingerprinting process youll need to reach out to the agency requesting you be printed for instructions on how to complete the process. This will help to ensure no mistakes are made during the process. If you have any questions or want to speak with someone regarding the fingerprinting process,you may reach out to us at ************.

  Thank you,

  *****************************

  Business Analyst

   

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  they charged me, scanned my finger print and nothing/no response ever, and no contact number neither!:Service Details:Date:01/29/2024 UE ********************************* - ****** POLICE DEPARTMENT Service:2F164B - FIREARMS LICENSING-FIR-State&Fed TCN (01/29/2024):496601370473 Services:2F164B - New Jersey FIREARMS LICENSING-FIR-State&Fed$58.00 Fees:Sales Tax$0.98 Total Due:$58.98 Payments:Card (6242)$58.98 Auth Number:029658 Amount Paid as of (1/29/2024):$58.98

  Business response

  04/18/2024

  Good Afternoon, 

  We can confirm your fingerprint record was received by the New ******************* on 01/29/2024. A request was made for our customer service team to reach out to you and explain the next steps. I have confirmation that someone spoke with you today and you were advised to follow up with your requesting agency for licensing/results. The *** number for your fingerprint record was also provided to you. Should you require anything else in regard to your fingerprints, you may reach out to our call center at ************.

  Thank you,

  *****************************

  Business Analyst

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IdentoGO is preventing my ability from having my identity confirmed for licensing in the state of ******-My first appointment was on Friday April 5th it was canceled without my knowledge and I had to call to have it rescheduled.-This rescheduling occurred while the system was down somehow and placed me at a 1pm time on Monday April 8th -Monday April 8th with a ten minute warning I was told my appointment needed to be rescheduled AGAIN.-After rescheduling my time for the earliest available appointment at 1:50pm April 8th I went the office. Where I saw a notepad stating the system was still down, however after calling the help line I was told that the system was only down from 9:30am to 1:30pm. Again my appointment is at 1:50pm, at this point its 1:55pm and nobody is here, the office is shut, and nothing is telling me what happened other than a single NOTE on the door.

  Business response

  04/15/2024

  Good Afternoon *****, 

  We apologize for the inconvenience caused to you due to the closure(s) at the enrollment center. Because of this, we've refunded all fees related to fingerprinting ($29.05 total). That refund was issued on 4/11/24. It may take 5-7 business days for you to receive the refund (it was refunded back to the account associated with the card used to make payment on site). Should you require further assistance (or have other questions related to fingerprinting) please reach out to our customer service team at ************.

  Thank you,

  *****************************

  Business Analyst

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