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: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.