Complaints

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  4/21/2024. *************************************************** charged my credit card $149.95 for a service that I had no idea I was purchasing. Somehow, when I tried to apply for a Global Entry card, I was directed to their website, and didn't realize I was on third party website, and not a secure **** website. I don't know how this scam happened, or works, but this is not something I wanted or knowingly signed up for. I just hope, as other complaints have stated, that they did not sell my personal information somehow!!

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Apply Global Entry webpage looks like the actual Customs and Border Patrol Website to submit an application for a Global Entry Card. The actual charge is $100 to the ***** but Apply Global Entry site adds a $149.95 charge for allegedly helping in the process. All their help was redirecting me to the actual USBC site to fill out and submit my application on my own. They provided no help or added value to the process.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the first link that appears on ****** (******************************************************************)when you wish to sign up for Nexus. It is entirely misleading and appears to be a government agency. The service they provide can easily be done by yourself without the $149 worth of fees they charge. I was taken for $149 (like everybody else complaining here) for a service that was totally unnecessary that I fully believed was a legitimate government entity. I still had to pay $50 to the government for application costs. I have to deal with both losing out on $149 and knowing I submitted a great deal of personal information to a third party I wish not to have access to that.

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the first link that appears on ****** when you wish to sign up for Global Entry. It is entirely misleading and appears to be a government agency. The service they provide can easily be done by yourself without the $250 worth of fees they charge. I was taken for $250 (like everybody else complaining here) for a service that was totally unnecessary that I fully believed was a legitimate government entity. Only after filing my complaint over the fact I still had to pay $100 to the government for application costs did I receive an email referring to this company as a B2B entity. Im sure its buried somewhere in the website.Now I have to deal with both losing out on $250 and knowing I submitted a great deal of personal information to a third party I wish not to have access to that. Essentially leaving me here feeling like I spent $250 to have my personal information compromised. Absolutely horrible feeling.

  Business response

  07/11/2023

  Dear *******

  
  

  Many thanks for getting in touch with us through BBB platform. 

  
  

  We are unable to trace your application with us. If you applied through ** could you please provide the following to help us trace your application:

  
  

  1) Transaction ID, or

  2) Invoice number

  3) Name of credit card holder (Full name of applicant)
  

  4) Date of submission

  5) Email address used for submission   
  

  
  

  All this information is issued to you on the day of submission of your Global Entry application. If you are certain that you have applied through us, then you will be able to provide this information. 

  
  

  Many thanks
  

  
  

  Kind regards
  

  Contact@ Team

  
  

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 25th I thought I had entered a government site to secure global Entry instead, I was taken to a third party that charged me $149 For a service I could have done in my own.It wasn't until The transaction was completed that I realized This was a third party.I was refunded the money, but i'm concerned about the Personal information that was provided.When I ask global entries assist about personal information my email was ignored

  Business response

  07/11/2023

  Dear ******

  
  

  The complaint ID#: ******** is also not for us since the customer is mentioning a $149.99 fee that is not ours. 

  
  

  Please could this be removed as soon as possible too?

  
  

  Big thank you for your understanding.
  

  
  

  Many thanks
  

  
  

  Kind regards
  

  Contact@ Team

• Initial Complaint

  06/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I typed into ****** application for global entry the website fasttrackglobalentry came up. I filled out what I thought was my global entry application but I am now finding out that I paid an extra $169 on top of the $100 global entry fee. I was mislead by the website. I was made to think that this was the real global entry website. I wasted $169 because I am not sure what they did to help my application. When I went back to the website it said that I cannot get a refund because my application had already been processed. I am worried that my information is compromised.

  Business response

  07/11/2023

  Thank you for reaching out to us through the BBB portal. 
  We have responded to your email explaining the details of the application process when you sign up through us. We are a B2B (business to business) service, where we support companies personnel and their families in the application process. We are very transparent on our website and we do not advertise as a Trusted Traveler Program. Our website will not allow a client to submit an application or be redirected to the payment portal until a client has confirmed that they had read, understood and agreed to our charges, T&Cs and refund policy. We do not accept applications and take payments until the clients read and agree to the T&Cs.
  Once the application is submitted to us for review and amendment, we wait for 24 hours to allow a client to request a refund. The application is then assigned to an agent for review and amendment and is submitted promptly to avoid any delays. 
  We can confirm that an agent was in direct communication with yourself throughout the process and all information has been sent out to you using your email address listed on the form during the submission of your Global Entry application. 

  In terms of Data Protection, we follow a strict Data Protection Protocol and your information is used solely for the purpose of processing your application and once an application is submitted, client details are securely deleted. 

  We would like to reassure you that we have requested the funds be credited back to your card issuer and the money should be back into your account already.

  Wishing you all the best!

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company is a fraud! I have the same story as many others listed here. I quickly ******d TSA Global Entry and the FastTrack link was the first to come up. They present themselves as an government-official website and company with emblems, images, and language to resemble as such. There is zero indication that the website is in fact not the official governmental global entry website. They take all of your information--so many details! And your credit card information. They should not have access to the primary link on a ****** search--incredibly deceiving. I would like my full refund back. I am nervous, as previous statements explained the company does not offer the full refund.

  Business response

  06/08/2023

  This transaction has been cancelled as soon as we received an email from the customer requesting cancellation. 

  Also, in our response we have explained that we offer a B2B (business to business) solution where we support companies personnel and their families in the application process, so that businesses can focus on their core activities and leave ** to manage this process on their behalf. It is essentially a Global Entry for ***************** We do not offer this for individual consumers as it is exclusively a B2B service. This all is explained on our website, if they wish to revisit. 

  The transaction has been VOIDED in our system and this simply means that the credit card will not incur any charges.
  An email has been sent out to the customer immediately to confirm the cancellation and it is somewhat unfair to receive a complaint from the customer, where we carried out all appropriate actions. 
  As per our Data Protection process in place, the data has been securely deleted and is not stored anywhere else. 
  We advised the customer to apply directly with the *** and provided all necessary information to her on how to do that. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for Global Entry directly in the global entry site 8/19/23. I paid the fee of $100 directly to Global Entry.Also on 8/19/23 I applied to Global Entry through a 3rd party company not realizing it was a 3rd party. I immediately cancelled this application within the 24 hour cancellation period allowed by the 3rd party company. However, the 3rd party company ignored my cancellation and without my approval applied for Global Entry for me on 8/21/23. The third party company was Web: ************************************************************** the person who applied without my permission was *****. Email: ********************************************************************* I was charged twice by the government for Global Entry. I disputed the charge from the 3rd party through my bank and the bank reversed the charges because the 3rd party company did not have my permission to apply on behalf as I cancelled their application within their 24 hour cancellation and they applied well after my cancellation. Since this time I interviewed with Global Entry and was approved. I have a Global Entry ID card with 9/7/22 approval and 6/7/2028 expiration date. 3 months later when the bank officially reversed charges my Global Entry application was revoked due to 3rd party company processing error. I spoke with a TTP customer service representative today who indicated I need to pay the fee for payment reversal for the to get the application reinstated. I have had to reapply and pay $100 again as well as not been able to use my Global entry for a number of out of country trip. I want this company to pay me back the $100 I had to pay again to try to get the gold removed from Global Entry as well as help me get the hold taken off my Global Entry account since the hold is entirely their fault.Thank you,************************* Cell ************

  Business response

  05/17/2023

  Thank you for reaching out to us through BBB portal. 

  We have never received your initial email request for cancellation of your application. Since we have never received such request, your application has been processed and your agent has notified you about the submission of your application. 

  As your agent explained previously, we are a B2B (business to business) service, where we support companies personnel and their families in the application process. We are very transparent on our website and we do not advertise as a Trusted Traveler Program. Our website will not allow a client to submit an application or be redirected to the payment portal until a client has confirmed that they had read, understood and agreed to our charges, T&Cs and refund policy. We do not accept applications and take payments until the clients read and agree to the T&Cs.
  Once the application is submitted to ** for review and amendment, we wait for 24 hours to allow a client to request a refund. The application is then assigned to an agent for review and amendment and is submitted promptly. 

  If in the meantime you raised a chargeback including the charge of $100 then your application has automatically been denied and TTP has informed you correctly that you have to pay another $100 for the application.

  A refund of our fee has been issued to you and you have received the funds back in to your account in August 2022. We are unable to process any further refunds as they are out of our control. 

  If you have any further questions please do not hesitate to contact us directly. We actioned everything properly on our part and any other questions regarding fees should be addressed to TTP directly. 

  Wishing you all the best!

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was applying global entry and submitted application but didnt realize it was submitted through fast track application company, which is a B2B business. It charged me with $169 for the fee. I was upset to learn this after the submission and my personal information could be compromised. I requested a refund but it declined. My invoice # is ********. This is unethical to mislead the information on its website and tricked the applied to think it is an official government website. I am submitting my compliant here and want to make sure other people wont fall for it.

  Business response

  05/17/2023

  Thank you for reaching out to us through the BBB portal. 
  We have responded to your email explaining the details of the application process when you sign up through **. We are a B2B (business to business) service, where we support companies personnel and their families in the application process. We are very transparent on our website and we do not advertise as a Trusted Traveler Program. Our website will not allow a client to submit an application or be redirected to the payment portal until a client has confirmed that they had read, understood and agreed to our charges, T&Cs and refund policy. We do not accept applications and take payments until the clients read and agree to the T&Cs.
  Once the application is submitted to ** for review and amendment, we wait for 24 hours to allow a client to request a refund. The application is then assigned to an agent for review and amendment and is submitted promptly to avoid any delays. 

  As per our Refund Policy, once an application is submitted and is with the ** Govt it moves beyond our control and cannot be canceled past this point. We do explain this on our website, however in this instance we have issued a goodwill refund of our fee ($169.99) and the money should be back in your account already. 

  Also, we have a Data Protection process in place and we would like to assure you that your data has been securely deleted.

  If you have any further questions please do not hesitate to contact us directly. 

  Customer response

  05/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************
  
   
  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was attempting to apply for global entry. When I did a google search, the next link said to apply for global entry now. I did and provided my credit card at the end of the process. I then realized that the site was not the official site for application. I texted and called repeatedly but got nothing but a response that the process was already in progress and all they could do was offer me a 70 dollar refund. This is not acceptable. I looked on my VISA statement and noted that the charge was not to Global Entry but rather to a company called GlobalenrollmentCenter.Co. This name was not posted on the initial page where you start the application process or at the end. I want a full refund since I feel that this company dupes people into thinking this is the official site but fail to provide a disclaimer at the beginning of the application process..

  Business response

  04/12/2023

  Dear ******

  
  

  I hope you are well.

  
  

  Complaint ID: ******** is for a different company which we have nothing to do with and we kindly ask you to remove this complaint from our BBB profile. 

  
  

  We appreciate your h*** *** **************  **** ****** **** ******* ******** ****

*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. ↩