ID.me

Thank you for forwarding this complaint to ID.me. We did locate an D.me account for *** and we can confirm that she was never subscribed to the D.me Marketing emails; therefore, we would have no option to unsubscribe her from the ID.me marketing emails. She registered through the California DMV website and when you register through that partner website there is no option to subscribe to the ID.mo marketing emails (see attached page). At no point did ID.me or any of our Member Support staff refuse to unsubscribe *** from the D.me marketing emails. I believe *** was using the wrong explanation and wanted her D.me account deleted instead of unsubscribed.
*** received the following emails from ID.me:

1. A welcome email after she willingly registered with ID.me to access an online California DMV driver's licenso or D card application. An email to confirm her email address was valid; which she opened and confirmed her email address. In order to have registered with ID.me she was also required to accept the Terms of Service, which she did. Responses to two emails she initiated with our Member Support Department asking to be unsubscribed from our email list. I am a little surprised that she would submit a Revdex.com complaint about those responses as most people would want a response to a customer service email. In one of the emails she sent she responded to our response several times over the course of one day.

*** also left us a voicemail asking to be unsubscribed from ID.me. As part of the settings in an ID.me account there is a self-service option to both unsubscribe from the ID.me marketing emails and an option to delete the D.me account if that was her ultimate goal. We reached out to her by phone after receiving this complaint and asked her to reach back out to us if she would like her iD.me account deleted.
Please let us know if you need any additional information.

Regards,

Debi G
Manager, Member Support

Attached: Sign Up Screen Comparison

Thank you for forwarding this complaint to D.me. We did locate an ID.me account for ***, and we can confirm that it has been fully deleted and the personal information is no longer visible to us.
I believe this complaint was simply a misunderstanding of how to use the discounts through ID.me and we wish *** would have contacted us directly prior to submitting the Revdex.com complaint. We easily could have explained how the discounts work through ID.me and he would have been able to access the military discounts through ID.me on future purchases.
With most of our partners you are unable to stack the military discounts on top of existing sale prices or in conjunction with other discount codes. He signed up on the Sunday after Thanksgiving with ***. Typically, that partner has existing sales or other discount codes that can be used on their website on Thanksgiving weekend. When you use another offer code or an item is on sale you cannot stack the military discount on top of the existing discount,
I also looked through our customer service request records and I was unable to find where *** contacted us at any time regarding his issue in accessing any of the military discounts through ID.me or where he submitted a request for his ID.me account to be deleted. He had the option within his account to delete the account and unsubscribe from our emails without having to contact us. We believe that he deleted the ID.me account own his own and he would have received immediate notification on his computer screen that his account was being closed and received a follow-up email that his ID.me account was closed. I looked in our outgoing email records and I can confirm that *** was sent an D.me account closure email that was delivered to him via email on November 26th at 8:33pm EST,
Please let us know if you need any additional information.
Regards,
Debi G
Manager, Member Support

Debi(ID.me)
Sep 11, 12:39 PM EDT
Hello ***,I am sorry to hear that you were not able to open the .pdf file. I have responded with the text of the letter below:Thank you for forwarding this complaint to ID.me. Unfortunately, this should have been filed with *** Wholesale as they would be the ones that issue the membership voucher to Ms. P. They are also the ones she paid the membership fee to in order to shop in their stores.

ID.me would only have verified that she was a teacher so that she could access an offer for Teachers from *** Warehouse. She should have immediately received her membership voucher or received her voucher via email from *** Warehouse after completing her application online. We do not have access to their Customer Service platform to see the communications she has had with *** Warehouse regarding her membership.

Ms. P needs to contact *** Warehouse at *** (https://customerservice.***.com/) or file a Revdex.com complaint with *** Warehouse. She could also dispute the charge via her credit card company.

Also for clarification, ID.me does not charge for any of our services. ID.me would not have a way to refund the money she paid to *** Warehouse.
Please let us know if you need any additional information.Best,DebiDebi
US Coast Guard VeteranManager, Member SupportID.me, Inc.

Additionally to answer his question regarding his identity being stolen. His identity has not been stolen. ID.me is contracted by the Dept. of Veterans Affairs to provide online verification prior to accessing VA benefits online.

Mr. Patterson contacted ID.me and we responded with an email regarding the issue he encountered. He appears to be unwilling to provide any additional information to correct the issue with his ID.me account. We will send a follow-up email regarding the issue that has occurred with his phone service since he first set up his ID.me account up to access the Vets.gov website in January to see if we can assist him further. If he is unwilling to provide additional information or "help us help him" we will not be able to assist him further.
In regards to his allegations regarding ID.me:
1. We are not related to any politicians. ID.me has the partnership with the Department of Veterans affairs based on our identity verification service.
2. Our founder is a former Army Ranger who served in Iraq in 2006-2007. He is also the recipient of two bronze stars. REF: *** 3. ID.me was not involved in the tragic events that led up to the death of Pat Tillman. We cannot imagine that someone would make such an allegation against our company or any other company that assists Veterans with accessing their VA Benefits online.
4. Our phone lines are located in McLean VA and they are not outsourced to India. Our phone lines have not been busy for 3 days; we are receiving calls today. However, we do not have phone coverage on the weekends.
If we can provide any additional information please let us know.

My apologies for not responding to the initial letter sent on Wednesday, June 27th. We had arecent change in personnel and we believed this was a follow up to a complaint we hadreceived online.

*** contacted us for assistance with the verification of his military service on June 7,2018. The issue was originally not answered correctly and when l realized what had happened Iprovided a response to *** instead of ***. *** sent several follow--up emailsthat were merged into his original ticket. l did not see the subsequent follow-up emails withadditional questions due to the ticket still being assigned to ***. Had someone assignedthe ticket to me I would have responded to *** before he filed his complaint.

*** is not the victim of identity theft as it relates to his iD.me account. On rareoccasions there are two people who were issued the same last four of their SSN and they justhappened to have the same date of birth. In two of our verification flows we collect the lastfour of someone’s SSN [as opposed to a full SSN) and their date of date of birth; in addition toother information (name, branch of service, rank, etc.). The ?rst person to verify with that last4 and DOB combiriation essentially blocks a 2nd person from using the same last 4 and DOBcombination. This is what happened in ***’s case; that was explained to him in an emailsent to him on June 14th.

In some of the follow-up emails it appears that *** does not believe that there is apossibility that the Social Security Administration would issue two people who have the samedate of birth the same last four in their social security numbers. It's not easy to tell theprobabillity that this could happen but we do know that it can happen and has affected otherswho have verified online with iD.me. ***in the future we hope to add a 3rd piece of information in the verification that will prevent thisfrom happening in the future.I can confirm with certainty that *** was not the victim of identity theft and the originalverification that blocked his verification is for a completely different real person that lives in adifferent state.

Please let us know if you need any additional information.Regards,Debi GManager, Member Support

ID.me has a partner who has contracted with us to verify military service members, retirees, and veterans for a ticket offer that has a value of up to $400. As part of that agreement we provide secure online verification using our established verification guidelines; part of which is verifying someone's identity information. The identity verification for one of our verification options protects ID.me and our partners from someone providing fraudulent information during the verification process.
This particular military offer has stricter verification guidelines in place than some of our other offers as this particular partner has encountered fraud in the past. ID.me is tasked with protecting that partner from future fraud.
In reviewing the email communication with Mr. Florea, even if he was willing to provide a SSN to us it’s possible that we would not have been able to verify him through our verification process due to how protective he is of his personal information (ex: No personal bank account, no credit cards, no cell phone, etc.). The identity verification is completed via the entry of personal information which includes a SSN (name, address, DOB and SSN). We do not check anyone’s credit score or credit history as mentioned in his review. We simply verify their identity information to ensure that false information is not being provided during the verification process. Our document upload verification option is the only one where a member is required to verify their identity first.
When we were contacted directly he was concerned that we would share his SSN; we do not share the SSN with the partner in order to access this particular offer or any of the other military offers. The only exception is a partnership with the Department of Veteran Affairs where a more encompassing identity verification is completed prior to being able to access VA Benefits online. ID.me does not share information to third parties without our member’s explicit permission. The member is presented with an authorization window where they can decide whether or not they wish to release the verified information or to keep it private on a case-by-case basis for each offer as they access it. We provide detailed information on what is shared in order to access an offer once you are verified and the member decides when presented with the authorization window.
For context, ID.me is Veteran owned and is a federally accredited remote (online) identity services provider. Additionally, ID.me is one of only three in the United States of America accredited at the highest levels possible for remote identity providers. We have also passed stringent Kantara audits on multiple occasions to keep these accreditations. REF: https://www.idmanagement.gov/trust-services/

Hi Gary, thanks for reaching out! I can assure you that we are not a scam. In fact, ID.me was founded by two Army Rangers for the purpose of protecting our users privacy and giving them control over their own data. We have several contracts with the government and hundreds of partnerships with retail organizations, have passed several rigorous security and privacy audits, and we're one of only three companies in the United States that are certified at the highest levels to do what we do.
In looking through your previous emails, I see that you were having trouble verifying your affiliation. Since the byproduct of our mission is reducing fraud, we must verify you are who you say you are as well as verify the affiliation that you claim to make sure that you or anyone else actually qualify for the offers and benefits. I see that you were able to successfully verify yourself after submitting this review, so it appears that the issue is resolved. If you have any questions or need any assistance, please feel free to reach out by emailing us at [email protected]!

April 30, 2018

To Whom it May Concern:

In reference to complaint ID, the complainant claims that they could not receive the military discount from *** without submitting documentation that illustrates their status as a Service Member or Veteran.

In cross referencing our user database, we do not have a user in our system with the email address provided. However, in researching the overall issue, I believe there is a misunderstanding of the benefits offered by ID.me. ID.me does not have a contract to provide military verification for *** and, therefore, does not provide such verification. However, as we are a military-focused organization, we do advertise ***’ organic military discount program on their behalf. There is no reference to ID.me on ***'s website but it does clearly point out that documentation would be needed to apply the military discount. Further, *** lists a partnership with another verification organization, ***, to provide their verification services. The extent of lD.me's involvement in this process is simply advertising only.

While ID.me offers military veri?cation services with many retail companies, the only service contract we have with *** is for their “suspends” service which only applies to Service Members on active duty as it applies to the Servicemembers Civil Relief Act, Title 10 and Title 32 for suspension of accounts while the military member is deployed on active duty. We do not provide verification services for the overall military discount program for *** and do not advertise is as such.

Please feel free to let me know if you have any questions or require any further information.

Warm regards,

Nick S.Manager, Member Support Dept.

Revdex.com WASHINGTON DC Apr l? 2BlB Bl Illpm ***/***Received: nnr 10 2018 ***To *** Page 6 of 7 2018-O4-1017:O5:18 (GMT) 15717303627 From ***March 24, 2018To Whom it May Concern:

In reference to complaint ID, the Complainant claims she gave 4 ID’s proving she was a teacher and that ID.me did not accept any of them. In addition, the claim was made that ID.me locked the account for a period of seven days.

On March 12, 2018, the complainant submitted 4 documents to verity her affiliation as a Teacher. Three out of the four documents were training certificates that did not contain her name as the recipient and the fourth document was an image of a button from a website. None of the documents submitted were sufficient to verify the user’s affiliation as a Teacher in our system, As a result of the repeated attempts to submit invalid documentation, her accountwas suspected of attempts to defraud the system by way of brute force attempts and was subsequently suspended. With each submission, the complainant was emailed and informed that the document she submitted was not sufficient to verify her affiliation as a Teacher and was provided instructions on what documents would be acceptable and how to go about resubmitting them for verification. The complainant responded to the email saying that thesystem would not allow her to reverify and emailed us a copy of her Teacher ID card. While that document is sufficient for verification, she was unable to resubmit as a result of repeated failed attempts to verify. As a result, we informed the complainant that we had submitted a ticket to our Engineering Department to get her account to a point Where she could re—verify and that we would inform her when the issue was resolved.

On March 13, 2018, the complainant responded to the aforementioned email saying there was no need to proceed as her trip was the next day. The same day, we informed the complainant that her account was fixed and she could submit the documents for verification at her convenience. We did not receive a response.

lD.me understands that the security of our members’ identities and of their information is extremely important. Data security is our top priority and lD.me does not share, sell or rent our members’ information to third parties without their explicit permission. The user decides whether or not they wish to release that information or to keep it private on a case-by~case basis. For context, lD.me is a federally accredited remote (online identity services provider.Additionally, lD.me is one of only three in the United States of America accredited at the highest levels possible for remote identity providers.

Per the standards and auditing criteria established by the federal government:*** We have also passed audits administered by financial institutions.

We take great pains to secure our members sensitive pieces of personal information. information such as SSN and certain other unique identifiers are always stored in an encrypted state. When the member is asked to release sensitive information for access to a discount or benefit, lD.me will always minimize the fields of information that a third-party app can request to those reasonably associated with the transaction. For this reason, the National institute of Standards and Technology {MST}, an agency of the Department of Commerce, has selected us year after year for their pilot programs in the National Strategy for Trusted identities in Cyberspace initiatives: *** At iD.me our mission is always to make the world a more trusted place by enabling transparent and efficient interactions between people and organizations. Everything we do revolves around that goal. We sincerely hope the information above alleviates any concerns you may have had.

If you have any questions or require any other information, please don't hesitate to let us know!

Warm regards,

Nick SManager, Member Support Dept.lD.me, inc.