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:04/18/2023

  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!

• Initial Complaint

  Date:01/03/2023

  Type:Order 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 charged $169 on my cc for global entry service please refund

  Business Response

  Date: 01/11/2023

  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 have confirmed this to you personally but 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!

• Initial Complaint

  Date:12/23/2022

  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 December 21, 2022, I was under the impression that I was renewing my global entry. The next day I realized that I was charged a $169.99 fee and a $100 fee. Apparently the $169.99 fee was for Formsite's (scam company) so-called quick service. Why would I pay an extra $169.99 fee for renewing my global entry? I don't need any assistance. I have sent them a letter requesting a full refund and I will renew my global entry on the legitimate website. I am more worried about that my personal information is now in the wrong hands.

  Business Response

  Date: 01/02/2023

  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. 
  
  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. You have then got in touch with us to let us know that you have applied through us in error. 

  We have confirmed this to you personally but 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!

• Initial Complaint

  Date:12/14/2022

  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.

  Nov 20, 2022 Fast Track Application Global Entry $169.00 I thought I was actually on the Global Entry renewal 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. I 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 your personal information as well as your credit card information. Even the name of the company is a scam, "FastTrack Application Global Entry" leads one to believe that they are at the correct website, because you see the "Global Entry" logo printed at the top.

  Business Response

  Date: 12/18/2022

  Thank you for reaching out to us through the BBB portal. 

  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. Sadly we had no response from you asking for clarification or requesting a refund because clearly you have applied through us in error. 
  We are saddened that you have not allowed us to reach a resolution in a timely manner but instead submitted a complaint to the BBB.

  We explain clearly that 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. 
  Since you applied through us in error, 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 shortly.
  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:12/13/2022

  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.

  Services from 02/10/2022 were for an expedited Global Entry Application (renewal) since I was travelling internationally Sept 2.2022.Services were to be completed within 180 days. That would be Aug 9th, application was approved Sep 6th, after my international trip departure date {208 days after initial submission}. The original confirmation email that was sent to me states if there are any issues I would be contacted in ***** hours. In which I never received any further correspondences until the letter dated Sept 6 2022.There is no phone number to contact the company, so I disputed the charge with my credit card company but the company rejected their claim stating I never contacted them.****** disputed is $169.99

  Business Response

  Date: 01/11/2023

  Thank you for reaching out to us through the BBB portal. 
  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. 

  Once your application has been submitted, an agent emailed to you a confirmation about the submission of your application. We are not responsible for the timelines of the application process as we have no control over that and that is very clearly listed in our T&Cs. 

  We are saddened that you have not contacted us to request an update and perhaps some clarity on the status of your application and not allowed us to reach a resolution in a timely manner but instead submitted a complaint to the BBB. 

  Since your application status progressed to Approved we would like to congratulate you with that and wish you all the best on your endeavours.  

  Customer Answer

  Date: 01/18/2023

  Good Evening,

  
  

  The response from the Vendor does not address the reasoning why they did not provide the service they promised within the 180 days.  As my original dispute stated it took over 200 days.

  
  

  Also, since the vendor does not supply a phone number on their website they are not able to be contacted for resolutions from consumers.

  
  

  *********************

  Business Response

  Date: 02/03/2023

  We have addressed all questions listed in the complaint previously and would like to reiterate again that once an application is submitted we are not responsible for the timelines of the the process. This is simply because we have no control over that and that is very clearly listed in our T&Cs. 

  For the data protection all communication is done via email and therefore we do not offer a phone service. 

  If you have any further questions please let us know.