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: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. 

• Initial Complaint

  Date:11/15/2022

  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.

  On 10/20/2022 I was under the impression I was renewing my global entry. It is now 11/15/2022 and I have not heard anything back. I go check my emails and come to find I was charged a $170 fee and a $100 fee. Apparently the $170 fee is for this scam companies quick service. This is a complete scam. I am now worried my information is in the wrong hands. Why would I pay an extra $170 fee for renewing my global entry? I dont need any assistance. I want a full refund and I will head to the legitimate global entry website to renew my card.

  Business Response

  Date: 12/06/2022

  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. 
  
  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. 

  Also, we are saddened that after issuing a full refund and after reaching a resolution in a timely manner, you still submitted a complaint to the BBB. 

  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 that we have requested the funds be credited back to your card issuer on November 17, 2022 and the money should be back into your account by now. 

  If you have any further questions please do not hesitate to contact us directly as we are happy to help.

• Initial Complaint

  Date:11/01/2022

  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.

  I went online to sign up for global entry. The first link states its 100$ application fee (which I noticed everywhere) and the last part of the sentence read it must be submitted through the trusted traveler program. So I clicked the link and followed instructions. I received a confirmation email from an actual person with a pass id to use, and decided that because her email signature read global entry customer service I figured it was fine. A few days later after setting up my account I notice 2 charges on my cc. One for 100$ application fee and another for 170$!!! When I emailed back asking what the 170$ charge is for she said they assist in setting up global entry. I did not sign up for someone to help me with it! I only thought I was following the process of global entry. This site is a fraud because it misleads you into thinking you are signing up for a strictly government based program when they are taking a huge charge from you to assist in no way! Is there a way to be refunded for this?

  Business Response

  Date: 11/10/2022

  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. Hence your application has been submitted.

  We are saddened that you have not contacted us directly and not allowed us to reach a resolution in a timely manner but instead submitted a complaint to the BBB. 

  Since you applied in error using our services we have issued a full refund of our fee and we emailed you to confirm that. 

  If you have any further questions please do not hesitate to contact us directly as we are always happy to help.

• Initial Complaint

  Date:10/10/2022

  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.

  i was trying to renew my global entry card but was directed to fast track application page by mistake. I ended up paying them 170 dollars by mistake before realizing that this amount is just for assistance on top of the actual fee of $100. I emailed them multiple times on the same day I submitted the application but haven't received any response yet. They don't have any phone number provided on their website to call at. I feel like getting duped by fast track. PLEASE I NEED MY HARD-EARNED MONEY BACK ASAP AND REQUEST THEM TO BE FORTHCOMING ON THEIR WEBSITE ABOUT THEIR FEE AND POSTING A NOTICE/ALERT ON THIER APPLICATION FIRST PAGE THAT THEY ARE NOT THE GOVERNMENTAL TRUSTED WEBSITE 4

  Business Response

  Date: 10/28/2022

  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.
  
  In your case you requested cancellation within 24 hours and we actioned your request immediately. Your application had not been submitted to the Trusted Traveler Program (TTP), therefore the funds from your card issuer had not been requested and the transaction has been voided in our system. This simply means that your credit card has never incurred any charges.
  
  If after ***** hours the transaction is still pending, then please contact your credit card provider directly.
  
  We have a Data Protection process in place and we can confirm that your data has been securely deleted.
  
  All this information has been emailed to you on the day you requested a cancellation. Since the expectation was met and cancellation was actioned in a very timely manner, we find this complaint unfair. However, we thought we would be in touch with you directly to reconfirm the cancellation.

• Initial Complaint

  Date:10/10/2022

  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.

  I tried to apply for Global Entry - searched ****** and got directed to https://fasttrack-application.com/ . I was under the impression that they were fast tracking my Global Entry, and it seemed like a legitimate company. They requested all my information, ******************* Then credit card for payment. Once I received the confirmation of payment, it seemed fishy. I then did a reverse search to find out this is a scam. I asked for a refund (as the website promised) if you change your mind before they "submit" your information. No response. There is no phone number on their website. Now I am concerned about all my personal data that was just stolen and identity theft.

  Business Response

  Date: 10/28/2022

  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. 

  In your case you requested cancellation within 24 hours and we actioned your request immediately. Your application had not been submitted to the Trusted Traveler Program (TTP), therefore the funds from your card issuer had not been requested and the transaction has been voided in our system. This simply means that your credit card had never incurred any charges. 

  If after ***** hours the transaction is still pending, then please contact your credit card provider directly. 
  
  We have a Data Protection process in place and we can confirm that your data has been securely deleted.

  All this information has been emailed to you on the day you requested a cancellation. Since the expectation was met and cancellation was actioned in a very timely manner, we find this complaint unfair. We will be in touch with you directly to reconfirm the cancellation.

• Initial Complaint

  Date:09/16/2022

  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 was trying to sign up for Global Entry. I thought I was on the Global Entry site (uniersalenroll.*******) but some how I ended up on Fast Track Application. This all took place on September 12, 2022 at 9:04. They charged my Credit Card $169.99. What a rip off, it should only Cost $100. I have talked tho Global Entry and I want Fast Track to put that amount back on my Credit Card. My name is *********************** and my address is *********************************************************************************** Thank You

  Business Response

  Date: 09/23/2022

  Thank you for reaching out to us through the BBB portal. We are saddened that you have decided to leave a bad review for us despite the fact that we have immediately reached a positive resolution the day you have contacted us.

  Following communication between yourself and your agent, since your application had not yet been submitted to the Trusted Traveler Program (TTP), we refunded you in full as per our Refund Policy. We have requested the funds of $169.99 be credited back to your card issuer and the money should be back into your account by now.
  
  An automated refund transaction receipt has been issued from authorize.net to the email address provided at the time of securing our services. Therefore, you have proof that this has been actioned immediately. 
  
  Also, we have a Data Protection process in place and your data has been securely deleted.