ComplaintsforIDEMIA Identity & Security USA, LLC

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i want an answer as to why i was told it would take 2-3 days and its been 3 months for a background check, as well as why i was lied to multiple times on the phone that it would only be 1-2 more weeks at the most, i would also like the service to be completed while also getting back my money, i know this will fall on deaf ears but how is a company sponsored by my local state government this fuxking dogsh1t, they should be replaced with a more competent anything, and lastly i would like $9,000 for the past 3 months of work i couldnt get due to the company not fulfilling its promise of getting me my fingerprints so i could apply for my license and get an insurance job

  Business response

  03/12/2024

  ******,

  Our records indicate that you were fingerprinted on 12/15/2023, with your results becoming available to view by the ** ********** of ********* that same day. IDEMIA doesn't make licensing or employment determinations based on the results of the background checks, so from here you'll need to follow up with the PA ********** of ********* to find out why your application for licensure hasn't been processed. They will be able to view your results by searching for your TCN number (**********) in the results portal. 

  Thank you,

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

  Business Analyst

  Customer response

  03/12/2024

  than you should tell your employees that because they are even more clueless than i was about the situation, thats not what they told me at the facility, on the phone, or on your website for the past 3 months saying the same thing, im not stupid i know yall dont give insurance licenses, but you are a required step to get one, also i just got an email back from the state this morning saying my fingerprint submission date was too long ago for the fingerprints to be viable for a background check. so thanks for wasting even more of my money 
  Regards,

  Justan

   

   

  Business response

  03/19/2024

  Good afternoon,

  Thank you for your response. We're always working with our call center to ensure they are providing accurate information to our customers, so your feedback is invaluable to us. Should you have any further customer service needs please reach out to us at ************.

  Thank you again.

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

  Business Analyst

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased and scheduled for fingerprinting. Scheduled for the fingerprints on 31 January **** at 09:05AM for the appointment at 3 February **** at 11:10AM. I drove to the location the *** store **** located at **********************************************************************. I stood in the long line to the door with boxes and packages all around on the floor and carts. When I got to the counter I was advised that the machine was down that does the fingerprinting probably buried in the corner behind all the boxes. I asked how long the machine was not working was told a week. That is 6 days there are appointments every 10 minutes for 5 hours. That is a lot of $58.12 they are taking to have people run around. Asking when the machine will be back up I was told maybe a week they were not sure. Not I have to email, send letters to Identogo AKA Idemia to get a refund in 30 days due to the lack of monitoring the business they use for fingerprinting. If it is such an item of security and inportance why would the **************** send someone to the *** store that looks like a storeroom and everything is just all over the store.

  Business response

  02/07/2024

  *****,

  We apologize for the inconvenience and will work with the location to improve the professional appearance for our customers. Also, your money was refunded on 2/5/24 due to your experience. 

  Thank you,

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

  Business Analyst 

  Customer response

  02/08/2024

  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. 

  You are just working with the location on appearance but not work how your appointments are done.  Also scheduling for the next business day after telling you sceduling manage the maxhine was done is a big failure.  

   
  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

  02/14/2024

  *****,

  Your feedback is appreciated, and I apologize for not including this in my original response but we are also working with the enrollment center to ensure they notify ** in a timelier fashion when their equipment isnt working so as to avoid scenarios like the one youve experienced. 

  Thank you,

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

  Business Analyst

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am still waiting for my *** Precheck application to be processed and it has been over 45 days. On 12/1/2023 my wife and I went to our appointment for the *** Precheck enrollment. We both filed all the correct information at the exact same time. She got her application processed with 1 week and I am still waiting for mine. When I go to the status page there is no update since 12/3/2023. They sent me an email after 30 days saying there are still working on the application. It now has been 45 days. Why was my wife's application processed after just 1 week but mine has taken so long? I paid $78 which is a lot of money to me and I expect better service especially from a government associated company. The ** ID number I got in the email is UZZY-5KBN9Y

  Business response

  01/19/2024

  ******, 

  Thank you for your inquiry. Standard background check time frame may take up to ************************************************************************************************************** the meantime, you may continue to check your status online at ********************************************************** then click the Check Status towards the bottom of the page or you may contact the *** Enrollment by IDEMIA call center at ************ Monday through Friday from 7 AM-9 PM CST. 

  Thank you,

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

  Business Analyst - IDEMIA

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled Digital fingerprinting for an academic program I am enrolled in at the ***************** IdentiGO on November 13, 2023. The employee who took my fingerprints used a lot of the jelly on my fingers. Then he placed each finger and multiple fingers on the electronic finger-pad, basically, touching my fingers the entire process. I was completely uncomfortable. During the visit, a female entered the room and they had a brief discussion and she left the room. The visit did not feel private or secure, and I felt like the male employee was extremely touchy with my fingers. I received results the following day which required me to get reprints due to quality of the fingerprint capture. I scheduled my reprints at another IdentiGO on November 16, 2023 in ************ **. I am still waiting on the results, however the visit was a complete contrast. The employee did not touch my fingers, and prompted me to use the electronic fingerprint pad. He did not put any substance on my fingers. I am still waiting for my results. I do not want anyone else to have experience the discomfort I experienced at the ***************** IdentiGO. I paid $23.25 for the cost of digitalprints for a background check for an academic program. I thought it was important to report this. This is a government ********** of ************* entity. In addition, my digital fingerprints are taking a long time to process given the deadline for my program.

  Customer response

  12/18/2023

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

  Business response

  12/19/2023

  We acknowledge a fingerprinting of the applicant on 11/13/23 at our partner location in *****************, ** and a follow up fingerprinting at our partner location in ************, ** on 11/16/23.  We appreciate the applicant reaching out and providing feedback about their fingerprinting experience.  All of our IdentoGO *****************s are staffed by Enrollment Agents who have been background ****************** by **.  The Enrollment Agents are required to adhere to the *** method of fingerprint capture and receive regular training.  Per the *** fingerprint capture best practices, it requires the Enrollment Agent to touch the applicant's fingers to capture the best fingerprints possible to avoid a rejection by the ***.  Moisture can be added to the fingers to obtain a better print. We are reaching out to the ***************** ***************** to ensure they are using the correct capture methods.  The applicant received two *** quality rejections requiring a name search be performed and this has been provided to ***.  The applicant will not receive electronic results and will need to reach out to the *** agency as IdentoGO is unable to provide this.  We look forward to assisting the applicant again in the future.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Back on September 7,2023 my husband ********************* birth date 07/02/1989 went to have his background done for his Twic card the company was having issues with the payments my card was run and charged twice and it was declined on there end my husband ended up using his navy Federal checking account to pay .I was promised a refund from the company as of today november 16 2023 i still do not have my refund I was promised. I called last week and requested the same refund and still nothing. I am seeking a refund of$ ******.

  Customer response

  11/26/2023

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

  Business response

  11/27/2023

  Good Afternoon,

  We sincerely apologize for the delay in refunding the two payments made as a result of the payment issues we experienced in early September. We believed the payments to have been refunded previously, but since they weren't, another request for refund was submitted and a refund in the amount of $250.50 was refunded on 11/24/23 back to your card. Should you need further assistance, please reach out to customer service at ************.

  Thank you,

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

  Business Analyst

  Customer response

  11/28/2023

  [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

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in to get finger printed for my insurance license and the session wasnt secure at all. There was another person in the room, the attendant had her phone out and could have been recording the whole thing. I stated my zip code out loud which could have been recorded on the attendants phone. I think she may have taken a copy of my credit card as well. This has never happened anywhere else. I would like someone to verbally walk me through what the process is supposed to look like because I know some rules where broken. I wont be returning.

  Business response

  11/06/2023

  *******, 

  We sincerely apologize for the experience you had at our enrollment center. A refund has been issued to you as a result and we've addressed the situation with the enrollment center/agent so this doesn't occur again. Please let us know if there's anything else we can do. 

  Thank you,

  ***************************;

  Business Analyst

  Customer response

  11/14/2023

  [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

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get fingerprinted for a job at a public school on 09/01/2023, there was a problem getting the prints, I went back on 09/07/2023 to get it done again and they were able to get them. When I call to check on the status I keep getting told theyre being processed, I cant get a human to speak to, I no longer am I able to get the job because of this

  Business response

  11/07/2023

  Good Afternoon *******,

  We apologize for your experience with the fingerprinting process. A member of our customer service team attempted to contact you today but had to leave a voicemail with call back information. For your awareness, IDEMIA processes fingerprints, but does not have access to background check information. Once the fingerprinting process is complete (for you, the process was completed as of 9/7/23) you would follow up with the requesting agency for result information and next steps. 

  Thank you,

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

  Business Analyst

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received a voicemail from Idemia that my TSA PreCheck status was due to expire within 10 days. They gave me phone & website info to renew. S0 I logged onto the website and renewed for $70.I had no problem with this until my husband said that We have TSA PreCheck thru our Global Entry status already. Global entry is also thru Idemia. So, 5 minutes after I made the renew transaction For TSA PreCheck I called Idemia @ ************, explained that my Global Entry TSA ******** says it does NOT expire for over a year and that i would like to cancel my transaction which was no more than 10 minutes old. The operator told me that they dont give refunds. That there is nothing she can do.

  Customer response

  10/17/2023

  I have not heard from the business in response to my complaint. I also checked my credit card to see if the $70 had been refunded but it has not been refunded. 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 9/6/23, I paid for renewal of my TSA pre-check. I was charged three times for the same transaction.I have followed up each week for the past month. I have been told there is a ticket open with their finance department and that I "should have been refunded by now". There does not appear to be any recourse for me to receive my refund.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On September 21, 2023, I paid $38.00 to have my fingerprints and background check done by this company so that I could volunteer at my grandson's school. I was told that I would receive a link via email that I could click on to see the results of the fingerprinting. I followed the directions in the email, filled in the security question correctly and then clicked on the link. I was warned that I should use a computer with printer capability because I could only click on the link one time. I did that. When I clicked on the link, a blank page appeared. I could neither download the document nor print the document as there was nothing there. I called the ************ and they stated that they had nothing to to with the company. I called the company and they stated that I should call the police. They told me they could not send me a working link. I spend over an hour trying different phone numbers within the company and no one could tell me why the link did not work and why they could not send a working link.

*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. ↩