Having trouble with Identity verification through ID.me

Hello,

I am wondering if anyone else is having trouble getting verified through ID.me? Like many, I received a message a few weeks ago that my account was suspended due to suspected fraudulent activity. On January 12, 2021 I received another message with instructions to verify through ID.me within 10 calendar days. The beginning part of the process was simple enough but the site wouldn’t accept my face scan after multiple tries. The other option, if the face scan doesn’t work, is to meet with an ID.me ”trusted referee” to verify your identity via video chat after uploading two types of identification. Sounds simple but the wait time has always been 4-5 hours. You have the option of saving your progress and trying to connect with a referee later via a link emailed to you, but I have tried this 5 times over a few days and the wait time is always the same. Today I decided to leave the window open and just wait after being told it would be 5 hours. It’s been 3.5 hours and the wait time still says 4h 5m. (The wait time has fluctuated a little bit over the course of the day but has not gone less than 4 hours.). So, I’m not sure this is even working?

I’m glad I didn’t wait until the last minute (like the day before the 10 calendar deadline) to see that this is not really working! If anyone has had any experience with this and knows a way to get it done any input would be very much appreciated. I’m also wondering if there is a way to get back to trying the face scan again or if I can only do video verification now.

Thank you in advance for any help!

p.s. The attached photo is where you are taken after confirming you have your documents on hand and are ready to speak with a referee. This is after having the window open for almost 4 hours today. 😳