Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is s scam, I need a refund ASAP!

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:07/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:04/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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*** *** ************** 
  **** ****** **** ******* ******** ****

• Initial Complaint

  Date:03/29/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 8, 2023, Fast Track Application Global Entry charged $169.99. I thought I was actually on the Global Entry application website. It looked very similar, asked all the same questions and charged my credit card. After giving my credit card info I was actually diverted to the real US Customs global entry website where I continued to finish & complete my entries. was charged twice, once by this illegitimate fraudulent company and then by US Customs for the real charge. This is a total ruse, where someone gets all vour personal information as well as your credit card information. Even the name of the companv is a scam, "FastTrack Application Global Entry" leads one to believe that the are at the correct website, because vou see the "Global Entry" logo printed at the top.

  Business Response

  Date: 04/12/2023

  Thank you for reaching out to us through the BBB portal. 
  We are saddened to see this complaint being posted before reaching the resolution between yourself and our company. We explained the T&Cs to you and what the process entailed when applying through us but you haven't allowed us to reach a resolution in a timely manner and instead submitted a complaint to the BBB. 
  Once again 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. 
  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.
  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. 
  Wishing you all the best!

• Initial Complaint

  Date:03/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Less than 24 hrs after signing I realized I made a mistake going through a third party and being incredibly overcharged. I immediately sent 2 emails and then called my credit card company who in turn supplied me with two different phone numbers. I tried these numbers every hour or more less than 24 hrs after hitting SEND. There was never a person to speak to. I must have left 7 messages. Finally 12 hrs later I received an email basically stating Im out of luck but would ask a manager to refund $75 out of the $500 I was being charged. (2 applications). This is incredibly unacceptable. Horrendous customer service (there is none). I had requested a phone call. Nothing! I will have to dispute the charges with my credit card company

• Initial Complaint

  Date:01/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/27/2022, I thought I had filled out an application for Global Entry ID through the ******************* I was trying to renew my Global ID for 5 more years. After filling out the application, I confirmed the information and submitted it into the system. I saw my Credit Card was charged $169.99 plus an additional $100. I contacted the customer service department and was told I checked off everything and agreed to pay this 3rd party. I explained I really did mot understand that but this person named ************ stated I could not get a refund as it was beyond the 24 hour period as stated on the application. I recently received another email stating my Global ID ********************** has been approved. I never intended to use a 3rd party to renew my Global ID. I feel this company mislead me on their web site when I originally filled out my information. I am requesting a total refund from this 3rd party company.

  Business Response

  Date: 01/11/2023

  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. 

  It is very clear to us that you have utilised our services by mistake and therefore we would like to reassure that we have requested the funds be credited back to your card issuer and the money should be back into your account already. 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.

  Wishing you all the best!