CitizenCard Reviews 1,725

Citizen card processes are both ageist and ableist - they are simply not designed with either group of people in mind and they provide no reasonable adjustments or support. It has been impossible to get the data and images submitted to their satisfaction and I have spent many hours and multiple attempts at trying to do this. I have asked for a refund which they have refused. Whilst trying to obtain a refund I was repeatedly asked to email the correct refund email address (which was the same one I was emailing). I don’t whether this was gaslighting or there is something wrong with their email system. All of these issues are noted in other reviews below. I fully expect a robotic response below about terms and conditions etc with no acknowledgement of issues with their email system or apologies for their lack of reasonable adjustments. For older / disabled people you may just be better off renewing passport.

They taken my money and refused a refund and they done nothing. They have ripped me off and I’ll be taking this up with the ombudsman. So don’t fall for there trap. As you will loose your money and get nothing in return.
Stop lying you done nothing except rip people off. Read your reviews they all stink of corruption

Awful company. Provided every bit of information they could require, but they can't locate my referee who runs a popular business. Shitty attitude and day long replies from the 'support' staff.

Still waiting for an response honestly this service is appalling I recommend no one buy it takes the absolutely mick they don’t have an number so you Email them like they say to do they never answer then if they do answer they won’t even answer your question honestly for a company who’s been around for years this is a disservice to the people who buy and what other company makes you pay first only to never answer you hope you get shut down

I am currently waiting on my citzencard coming ive applied for the 35 pound rush and im still waiting to receive my card and I need it in order to fly from england to northern ireland

Registration procedure is relatively straightforward and delivery occurs within a few days.

Absolutely disgusting!
First card seems to have been lost in the post and citizen card lay the blame at the hands of Royal Mail.
Why such a sensitive piece of information is sent untracked is beyond me.

I now have the wonderful experience of worrying who has a copy of my identification and what they may be doing with it!

My concerns about this were just flippantly pushed back with a cold ‘it is the responsibility of Royal Mail as per section 3.9 of the terms and conditions’, response.
Completely disregarding the poor choice of delivery method for such important information

I am a 70 year old individual and I really do not need this stress!
And I paid extra for the ‘faster process option’ … what a joke!

If you need a form of identification then DO NOT use this option.

When attempting to verify his ID my son accidentally started a new application and therefore charged twice. I contacted them - no reply. Tried again - nothing. Decided if they are this bad at interacting we do not want a card at all, so asked for refund x2. Nothing. Contacted again - no reply. Tried contacting via online form & different email address. Tried instagram message. No reply.

I would give no stars.
All they have done is mess us around since 7th of February, we paid over £30 to get it here quicker.
we sent the referees details and they wouldn't expect it even though we used that person for my passport so we gave them details of someone else that owns a shop and they are constantly saying they wont expect the email so the last email we gave them they kept saying the person hasnt replied to the email where he hasn't received one so i got them to send him another one and again he still hasn't received it.
They are a complete scam and if i was you i would keep well away from them. they wont even give us a refund so ive now put in a complaint

Not very happy at all applied for this not knowing much about it then they needed more information so I’ve requested a refund my own money 35 pounds it cost it’s taken well over a week to hear something back to be told I can’t have my own money bank I don’t even have the card as it’s not needed as most places don’t even accept it I got my driving license renewed and they are saying I can’t have my own money back due to the application and resources am not paying for that I was paying for id and this is not the type of id I really needed absolutely shocking so now am gonna have to go through my bank and class it as fraud disgusting service would definitely not recommend this place to anyone

Good value basic ID, only valid for 3 years however, won't be accepted everywhere but a lot less expensive than risking a passport for entry to events/clubs and can use for voter ID/Age verification etc. My renewal was only £8 (discount via marketing email), personally I would not pay 'fast track' on first time applications due to potential queries on documents if not a passport holder. For some a provisional driving license maybe more useful. Customer service sadly is far from good, curt is about as polite as I can put it from both times I've contacted, I've held a citizen card for many years, and sadly its clear things have changed. Many vulnerable people, and folks of any age will be getting these cards now due to ridiculous hurdles they face obtaining ANY sort of ID (Signing off a photo is a nightmare particularly for passports and discriminates many), a bit of empathy and kindness wouldn't go amiss. Applying online demands some IT literacy, I think there needs to be obvious information on the website for those that need alternative ways to apply.

excellent service

Citizen card has stolen my money also they have taken my documents and committed fraudulent activity. Do not use this service ( AFTER WRITING THIS CITIZENCARD WILL POST A COMMENT BACK JUST TO KEEP REVIEWS UP)

Terrible service! Applied for my son to get his card as he needed it to sit his functional skills exam, up to 21 days they say, gets to day 20 and they say there’s a problem because I SCANNED his birthday certificate instead of taking a picture, I corrected that and re-uploaded, a few days later another issue with the referee, changed the referee and now at this point, weeks later, my son is due to sit his exam in 4 days time an exam that has cost £180, finally get the referee sorted then I pay an extra £17 to get it done within 2 days, now on day 2 and they are yet to email over their questions to the referee!!! And don’t bother emailing them unless you’re willing to wait days on end for a reply, oh and phoning them? They don’t know the difference between their arse and their elbow!!! Absolutely useless! Now my son will miss his exam and we have lost £180!!

Avoid at all cost, I emailed the company that I was unable to provide my passport for verification as I lost it, just recently returned to UK, was unable to provide a uk referee to verify photo for uk passport.

Got reply from company that I didn't need to send anything, thought it was OK to purchase, I did, it same process as passport application, so out of pocket no ID, only needed card to get disabled person bus pass.

I sent this email before applying

Hi how do I verify, I suffer mental health and other health issue, I am more of a recluse with little social interaction. Especially on the suggested 2 year interaction, I require id for verification purposes.

This is just as bad as the passport process,

this was your reply

Thank you for your email.

To start your online application with us please go to:

You will need to create an account with us and verify your email address. After that you can click on a link shown on the page to apply for an ID card. Full instructions are shown on each step of the application process.

The process is completely digital - there will be no need to post anything to us.

If you prefer we can send you an application form in the post. To do this we will need you to supply your full name and full postal address.

Kind Regards,
Rebecca Johnson
Administrative Officer

CitizenCard Ltd
7 Prescott Place
London
SW4 6BS

As for refund as you say no refund if I made the mistake,

The mistake was trusting you

it's ok and a cheaper option for photo ID if you don't have a passport or driving licence but NOT all companies accept it so be prepared for that

As a disabled adult, I'm still struggling my way though this process and have yet to succeed. This company seems to assume that most people are tech-savvy - not taking into account that many learning disabled people struggle with digital instructions. They provide no means to speak to an actual person which adds more difficulty into the equation, so I sent an email, detailing my dyspraxia diagnosis and the limitations it causes. I asked for them to break down their digital application process into easier to follow instructions ie how to actually 'copy a link and send it to my chosen referee.' Instead of providing me with clearer, more detailed instructions they responded by telling me to get someone to help me with the application or ask someone to explain what their instructions mean. Why couldn't they do that??? Clearly, the TRUE needs of disabled people are not understood. The only other option is to apply via a paper application form which means sending bank details through the mail - not a safe option. It's like they're suggesting that if you're disabled then you have to make do with a less secure option because YOU'RE less important. Disabled people have to follow the same rules as everyone else, yet they are not facilitated to do so by yet another company who seem intent on pushing them to the outskirts of society. Citizencard, I have a disabled child who has ADHD, ASD and very serious mental health needs. He suffers with social anxiety and rarely goes out. As he has attempted suicide more than once in the past, I have to watch him 24 hours a day which very much restricts my own ability to go out. I rarely see people as my son's meltdowns are hard for to cope with, so how am I expected to follow your instructions to get someone to help me so that you don't have to??? I really hope you respond but will not be surprised if you don't

In short, the “urgent card” isn’t urgent.
Customer service “agent” is rude and asks unneeded questions, presumably for the sake of email.
I’m surprised that a “not-for-profit” (essentially charity) thinks that they can repeatedly ask for data. Even after saying that you’re asc and dyslexic. So, for an urgent service it should be dealt with more sensitively.

application 714525 - you cannot verify a perfectly legible to the naked eye passport and you refuse to refund [#WWB-452-83593]: [#GJW-592-55153]
Thereby effectively stealing my funds. Plus you do not make name rules clear on the application, even though I registered the account in that name.
Kindly refund me, or I take this further!