Complaints

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted ICAP Bridging 2 Worlds via their website in August, 2024. I wanted to find out if they could help me to obtain necessary documents from ***** for my dual citizenship application. I had a free phone consultation with *************************** from ICAP on August 26, 2024. During the call, **************** confirmed that I would be eligible for dual citizenship based on the information I provided. I told him I already have or can easily obtain most of the USA documents needed, but that I needed help to obtain two documents that I need from *****. **************** said that they could help with that. He explained the various steps in applying for dual citizenship, and I let him know that I was already aware of the steps and also had information from the website for the Italian Consulate in ************. I explained that I can work through most of the process on my own and only wanted assistance obtaining the records from *****, but that I would pay them for any help I needed along the way. I asked what the cost would be for ICAP to obtain the two Italian records, told him that I already have photocopies of the two documents, and that I just need official copies. He said that the cost is $150 per document. He then said to move forward I would need a second call with him which would cost $120. I paid the $120 via credit card. The second call occurred on September 10, 2024. During that call, **************** stated that they do not work "a la carte" and that I would have to use their services throughout the entire process - I would not be permitted to pay them to just obtain the Italian records. This is entirely different from what he told me during the first call. I was angry and told him I did not appreciate being misled, and I felt scammed. He became angry and heated words were exchanged. After just 15 minutes of a 60 minute, $120 phone call, he hung up on me. He then sent me an email stating that the phone appointment was cancelled. I want the $120 refunded to me.

  

  Business response

  09/17/2024

  ********************* contacted ICAP, seeking assistance with her Italian dual citizenship application. During a free consultation on August 26, 2024, the client conveyed that she already possessed most of the necessary U.S. documents and needed help acquiring two Italian records.
  
  ***************************, the ICAP representative, was under the understanding that the client intended to obtain these Italian records with ICAPs assistance and then continue the rest of the citizenship process with ICAP. Based on this understanding, **************** informed the client that ICAP charges $150 per document obtained from ***** and advised her to schedule a second consultation for a fee of $120, to discuss in depth the next steps in her Italian citizenship process.
  
  During the second consultation on September 10, 2024, it became apparent that the client planned to complete the remainder of the application preparation process independently and only required assistance with obtaining the Italian records. This differs from Mr. ******* original understanding of the clients service needs and differs from ICAPs standard service model, where we provide comprehensive support throughout the entire citizenship process. In accordance with ICAP protocol, **************** informed the client that we would not be able to take on her case under these conditions.
  
  Due to the misunderstanding that occurred during the initial free consultation, a full refund of the $120 fee for the second consultation has been issued to the client.
  

  Customer response

  09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid ICAP a $120 fee for an initial consultation that was supposed to included unlimited follow up and questions. Many of my questions have gone unanswered, such as the best contact information for the consulate.Some basic questions, they refused to answer unless I paid for additional services, such as if the consulate would accept a short form document.Some of the information they have given has just been wrong, such as stating the consulate does not require the death certificates of the spouses to the Italian line. This would have delayed my citizenship application.Since I have not received the consultation services that I paid for and their information has been unreliable, I want a refund on this fee.The $300.15 charge was to find and acquire the birth certificates for both of my great great grandparents.I gave them a copy of ******* birth certificate, so their team did not have to do any research and could easily get the exact document.I pointed them towards a possible ********, but could not fully translate the registry entry.oTheir team did not even bother to translate the registry entry to realize that the mother listed was ********, not ****. So they requested the wrong document.oTheir team did no additional searching to find the correct document Their team put 0 effort to acquire these documents and did not even get the right one.Despite my repeated requests, no attempt has been made to check the registry or find the right document. Nor have they actually sent me either of the documents. They are holding on to them to extract additional fees.Since they did not acquire the documents that I actually needed, and their team did not make the slightest effort to find the correct documents, I want a refund on this charge. I believe that is fair. I paid them to spend time doing work and the produce documents I needed. They spent almost no time and did not produce the documents that I needed.

  

  Business response

  07/27/2023

  After *****************************; initial consultation he placed an order for 2 Italian birth records which we successfully obtained and which were sent to him via scan (attached). As far as can be determined by close examination of ********************** client file the birth record of *************************** that we obtained from ***** matches the scan of the civil registry citation that ****************** sent with his order, i.e. Act. #**,  as well as the copy of the old birth certificate that he provided (both attached).  We provide a FREE consultation call after each service rendered is completed. ****************** had his complimentary for the Italian civil record order on June 23, 2023. 

  The Italian civil records were retained in his physical file. We were awaiting the US documents from ****************** that he was obtaining on his own  before proceeding with the next phase which is document analysis of Italian and US civil records. Upon completion of Document Analysis he would have received his next FREE consultation. 

  The stated policy regarding phone consultation is found on our website is: "Our 1 hour initial phone consultation allows you the opportunity to discuss your application for Italian citizenship by descent, or by marriage, with an expert who will review your case and provide information on your eligibility and the specific application requirements. Following the consultation, you will receive a summary of the steps needed for you to proceed with your citizenship application. The fee for the initial consultation is $120.00 to determine eligibility and discuss requirements for Italian citizenship by descent (*** and *****), Italian citizenship through the female line (requiring a court case in *****)."

  Since there was a subsequent miscommunication about the "Free Consultation" upon completion of each service ****************** was offered a refund of $120.00 today which he accepted. The refund was submitted by our CFO. It could take a few days to appear on ********************** credit card statement.  We will ship the two Italian birth records that we obtained for him and close his case at this time. We apologize for any frustration that was experienced by *******************

   

  Customer response

  07/28/2023

   
  Complaint: 20383248
  
  I am rejecting this response because:

  They were hired to locate and obtain the correct documents. They put no effort into locating the documents and obtained the wrong document then refused to search for the correct document unless I paid them more money. Below are excerpts from my emails to them that layout these points.

  The $300.15 charge was to find and acquire the birth certificates for both of my great great grandparents.
  I gave you a copy of ******* birth certificate, so your team did not have to do any research and could easily get the exact document.
  I pointed you towards a possible ********, but could not fully translate the registry entry.
  Your team did not even bother to translate the registry entry to realize that the mother listed was ********, not ****.
  Your team did no additional searching to find the correct document
  Your team put 0 effort to acquire these documents and did not even get the right one.
  Despite my repeated requests, no attempt has been made to check the registry or find the right document.
  Since you did not acquire the documents that I actually needed, and your team did not make the slightest effort to find the correct documents, I want a refund on this charge. I believe that is fair. I paid you to spend time doing work and produce documents I needed. You spent almost no time and did not produce the documents that I needed.

  Further, we were discussing procuring Italian records specifically and on your website under Italian Vital Record Procurement, it states:
  We procure Italian Birth, Marriage and Death Records from Towns and Municipalities throughout *****. We are extremely successful in working with the Italian Civil Records Offices in all regions of *****. We are also able to search local and Regional Archives if records are not available at the Comune.
  Fee: $140.00 per birth and marriage record request. The price includes preparation of your record request to the Italian Public Source, follow-up contacts by our Procurement Specialists in *****, if needed (calls, faxes and/or emails to complete your order), obtainment of the birth/marriage or death certificate or statement of no records found, priority shipment of records to our US office, and to your home address upon receipt. Complimentary phone consultation upon conclusion of the research to discuss your next steps for Italian citizenship by descent.  There is an additional $10.00 mailing fee for these documents.
  
  No further research was done. Local and Regional Archives were not searched. The correct document was not found. And neither document was shipped to my home. Instead, they were held by your team and I was repeatedly asked if I wanted to pay an additional $50/document for analysis.
  
  I didnt have a lot of spare money to put into this project, but I needed help. I was quite clear on that from the beginning. I wouldnt be paying for a full service. I would gather most the documents myself but needed help getting the right Italian ones. After that, I was planning to use your team to translate all the documents. But at every turn, I was pressed to spend more money, and I could never get your team to follow through on the task I had already paid for.
  
  In the end, I got tired of asking them to find the correct document and being ignored, or directed to one pay wall after another I gave up.. I just want my money back and to pretend that this headache of the last few months never happened

  
  Sincerely,
  
  *************************

  

  Business response

  08/09/2023

  In speaking with ****************** we have agreed to issue a refund for the Birth Record of *********************** issued by the Commune of ********* Irpini which is not a match for his Italian ancestor. He does not want t have ICAP obtain the correct copy at no additional charge so a refund will be issued by our *************** Officer. ****************** indicated that he would accept this refund and successfully close the complaint. *****************, CEO & Founder. 

  Customer response

  08/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The refund still shows as pending in Paypal, but I expect it will go through. Assuming it does, I am glad to close this complaint in the positive.

  
  Sincerely,
  
  *************************

*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. ↩