Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to the ************ location. Several people in the lobby and no one around. Found out that there was an equipment issue from the woman in the floor lobby but she couldnt reach anyone. Called Idemia and was told a ticket would be submitted to her supervisor but the supervisor may not respond that day. After a while was clear no one was going to show up. There was no path to escalating the issue at that moment to help others who were arriving. Finally, the customer service *** could not help with rescheduling and did not transfer me to be rescheduled. 1) There should have been a notification sent to all applicants about the office being closed and 2) when Idemia was notified of absent employees, the issue should have been escalated and handled immediately to help with rescheduling and prevent others coming in (not within 24 hours). The latter is the worst ******* sister took time off work to drive me to this appointment. I rescheduled to another location today and she once again has to take time off to drive me. As there is no clear path to talk to someone who act on an issue, Im filing a complaint at the BBB. For a technology company, the service and responsiveness should be much better.

  Business response

  01/14/2025

  Hello Ms *************************** want to sincerely apologize for not providing timely notification regarding the closure in *********, **. Unfortunately, there were issues with the equipment that resulted in the enrollment center not being able to operate properly. Due to this, the site was forced to close while awaiting ***lacement equipment. 
  
  Upon investigation, we did confirm the customer service *** did escalate a ticket for further review. Once notified, the IDEMIA manager immediately reached out to the site due to the severity of the situation. Please rest assured that the matter is being prioritized. 
  
  At IDEMIA, we strive to keep our communication clear and accurate. Regrettably, in this instance, we fell short of our standards. Please know that we have discussed this with the site and are re-training the agent, so this does not occur again in the future.
  

  IDEMIA Customer Service
  

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  IdentoGo has been authorized by the state of Missouri to be the company to handle sensitive fingerprints and social security numbers as well as have access to a database of the American people's background. It is unacceptable to grant such a company these privilege's when they don't take security seriously. Following IdentoGo's own instructions, my husband and I got our fingerprints taken at the local sheriffs office and sent the prints off. The instructions did not say to FIRST register and print off the authorization paper with the barcode before I send off my fingerprints. In fact, it said after I get my fingerprints to register online. There was nothing in the instructions that said that I would be sending anything with the fingerprint cards. This is misleading information that got me in this mess. My husband and I sent off our cards and then called a few days later (because of the Thanksgiving holiday, weekend, and time zone difference) to see if we could fax or send in the printed required forms to go with our fingerprints. We were told that our fingerprint cards were sent back to the address provided, although they could not identify the address that was provided and they verified that they sent such sensitive information through the mail without tracking. Two weeks later and we still have not received our fingerprint cards back. We are left to wonder if someone else has our fingerprints and social security number as well as our eye color, our hair color, our height and weight. Who ever receives our cards will have all types of information on us. Its so nice to know that a company like this takes security so haphazardly and has access to so many peoples sensitive information. Not to mention that IdentoGo has an F rating on BBB.

  Business response

  12/20/2024

  IDEMIA has carefully investigated this record and confirmed the hard cards we received in our card scan department on 11/25/24 and logged on 11/26/24. (The agreement with ** is to have hard card submissions logged within a 24-hour timeframe.) After logging the cards, it was determined the applicants had not pre-enrolled nor paid for their enrollment, therefore, the cards were placed in returns on 11/26/24. The ******************** was closed 11/27 - 11/29 for the Thanksgiving holiday.  Upon returning on Monday, December 2, 2024, the returns from 11/26 were mailed out to the address that is on file per the system. This address should have been verified by customer service during the initial call.
  Additionally, during the investigation, IDEMIA confirmed the ** state program does provide specific instructions to each applicant on how to correctly have their fingerprints processed and bullet point #2 gives further instructions on how to proceed with pre-enrollment. Please see screenshot attached.

  IDEMIA Customer Service

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  IDEMIA representative at GPT TSA precheck deemed my original birth certificate issued by the *********************** as unacceptable because it was a short form. It is not a short form and has been accepted for 56 years by all US agencies, including ***, as a certified certificate of birth.

  Business response

  11/22/2024

  Hello *********, 

  Thank you for taking the time to speak with our call center representative. We sincerely apologize for the inconvenience you experienced and for the denial of service during your recent interaction with IDEMIA. We deeply regret the situation and understand how frustrating it must have been for you. At IDEMIA we strive to provide exceptional customer service, and we fell short of that commitment in this instance. 
  Please know that your feedback is invaluable to us, and we are taking this matter seriously to improve our processes and ensure better service in the future. Our agent has been retrained on the proper documents to accept as well as provided with the contact information for those that can assist with confirming whether or not a document is acceptable. 
  We understand that your schedule does not allow for an enrollment at this time. Please call us at ************ when you have availability to return so we can assist with creating a smooth transaction. 

  Thanks, 

  IDEMIA Customer Service

  Customer response

  11/22/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response completely satisfies 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

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for *** pre-check on 8/27/2024 through an Idemia processing location. I was told most applicants receive their KTN w/3-5 days of application. I have made countless calls to ************************ Pre-check cust. support with no one providing answers to the cause of the extended delay of the production of my KTN. Their information says applications are expected to be completed within 60 days. Mine is going on 90 days. Last time I spoke with an Idemia **** by phone, I asked if there is any additional information required to process my application and was told "No additional information was required. The said at that time a "Escalation Ticket" is being submitted for my concern. That was wks. ago & I have not been contacted. I only receive an email every ********************************************************** progress.This company is not upfront about their behind the scenes operations and no accountability. No one you speak to can actually get your application pushed through according to them.I will be seeking a full refund for my troubles and still demand what I paid for.

  Business response

  11/18/2024

  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 opened an escalation ticket with *** for resolution on your behalf and your background check has been determined as eligible as of 11/15 and your *** has now been issued. While we understand this is frustrating there are cases that do indeed take longer.  IDEMIA collects the information for TSA, we have no way to know the cause of delay and why it takes longer than the prescribed 60 days.  
  
  Thanks,

  Customer response

  11/19/2024

  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 must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  *****

  11/19/2024

  I do not accept Idemia's response to my complaint. They only finally completed the processing of my *** Pre Check application because your agency was summond to mediate. There are many complaints from many other customers whom paid $78.00 & advised of 2-3 day turn around & worst case scenario up to 60 days. During this almost 90 day period of my application, I missed the opportunity to use my TSA Pre check status on air travel in month of October 2024. They have caused much frustration & stress through their poor customer svc. & unbothered behavior. I would like a complete Refund as some compensation for the inconvenience.

   

  Business response

  12/06/2024

  Hello, 

  We confirmed submission and *** is responsible for the adjudication and determination.  IDEMIA is the fingerprint vendor which captures the required fingerprints and sends them over to TSA.  Some adjudications take longer than others and unfortunately, this application was one of those that took longer than expected to receive the ***. We followed proper procedure and opened a ticket that was escalated from IDEMIA to *** on 10/31, requesting them to look at the customer's enrollment. We dont see the correlation of a BBB complaint forcing anything to be completed.   While we understand this is frustrating, there are cases that do indeed take longer.  IDEMIA solely collects the information for TSA, we have no way to know the cause of delay and why it takes longer than the prescribed 60 days.  
  
  Please review the following TSA website, *****************************;, under read more information, which explains this issue.  The customer's KTN was received by TSA on 11/15/24. 
  
  Thank you,

  IDEMIA Customer Service

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/16/24 I attended Idemia located at *************************************************************** located inside AAA at 12 PM. to get *** Precheck. I was told the process would take a couple of days or a maximum of 60 days to be processed. today is 11/8/24 and I cannot get any updates on my application short of hearing there is an open ticket to look into it and no end date for a possible resolution. I requested to get the service offered to be offered a full refund. I was told by representative ****** I cannot get either; I can only wait a keep calling to check, I asked for a manager and was told after a wait that there was no manager available to help me. at this point I have called multiple time and cannot get help. I would like a full refund and try a different servicer.

  Business response

  11/14/2024

  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 opened an escalation ticket with *** for resolution on your behalf and your background check has been determined as eligible as of 11/10 and your *** has now been issued. IDEMIA has issued a refund. You will be contacted by a customer service representative, if you have not been already, at the contact information you provided during your enrollment, regarding the refund and to ensure you have your KTN.

  Best Regards, 

  IDEMIA Customer Service

• 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 

*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. ↩