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:06/02/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 had 2 payments for my passport application so I applied for a refund and I got an email saying the first application will be refunded. After a week I got an email saying my refund was processed and that I should have the money in my card already that I should contact my bank if it wasn’t there already . I’ve contacted the bank repeatedly but they kept telling me that no refund was made because they can’t see it. The refund reference number I was given is apparently useless to the bank because they kept asking for the Confirmation of transaction cancellation from the merchant's acquirer which contains a 6-digit authentication code, or the Printout from the payment terminal confirming the cancellation of the transaction. I need this sorted out because it’s taking too long and they don’t respond to my emails concerning the issue.

  Business Response

  Date: 07/07/2025

   After many calls and discussions, we arrived at the understanding that the bank that the *** uses was having the issue.

  "Please be informed that we are yet to receive any response from ****** **** concerning its resolution. We fully understand the urgency of the issue and sincerely regret any inconvenience the delay may be causing. Kindly be assured that we are actively following up with the bank and will promptly notify you once we receive any update.
  We appreciate your continued patience and understanding."

  My Regrets for the delay in accessing this information.

  Regards

  Theresa M******

  Innovate1 Services

   

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it’s been 3 months since I was told my refund has been processed  and that the money should be in my account already… I’ve been to the bank multiple times and my bank can’t find traces of this refund. Y’all can do better because it’s  is pure fraud at this point. It took less than 5 secs for the money to be deducted from my card so how can it be taking 3 months for it to be returned…..if the refund has been processed then send me the 23 digit acquirer reference number it till the his day I’ve not received my money neither have I received the ***. I have attached the false receipt I   was sent months ago by newworks refund team.. 
  
  
  
  Sincerely,
  
  
  
  ******* **** ****

• Initial Complaint

  Date:05/22/2025

  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.

  I mistakenly made Double payment to innovateservices for my daughter’s passport in ******. I got an error message after the first payment so i used my computer in making the second payment after which i got the same error message. I did not get any payment confirmation for the two payments i made, i only stopped because the system would not retake any card i had already used. I got the NIS ALERT for successful application 48h after payments were made.
  I demanded a refund by mail and i got a response saying the two applications were vetted and approved so i could not be refunded. I sincerely feel scammed because there were 2 applications with the same informations and the same NIN, no *******n can make two passports with the same informations and INNOVATE IS REFUSING TO REFUND ME BECAUSE AN APPLICATION HAS BEEEN VETTED.
  P.s it is clearly stated on their page that there would be refund for double payments. No mention was made of NO REFUND AFTER APPLICATION HAS BEEN VETTED AND APPROVED.
  
  I have another application encour for the renewal of my own passport and i asked for my own application to be replaced with the other double payments made ( if refund would be difficult for them ) but they keep referring me back to the embassy. The embassy keeps saying they are not laible for any payment made to INNOVATE SERVICES.
  
  I demande that a solution be provided.

  Business Response

  Date: 06/06/2025

  Please be aware that Innovate1 Services assists is the payment process only. *** ******** *********** ******* has a strict refund policy that they do not deviate from. Once the Application is vetted by the NIS it is ineligible for a refund. 

  You may try to reach out to *** ******** *********** ******* **. 

   

  Regards

  Theresa M******

  Innovate1 Services

  Customer Answer

  Date: 06/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there is nothing in your refund policy that states what you sent to me. Nowhere was it mentioned that refunds would not be made after vetting. Show me where it states no refund after aproval? 
  

  It was metioned that refunds would be made for double payments from the same person which is clearly my case.

  show evidence of why you do not want to refund me because you do not have one.

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

  Business Response

  Date: 06/12/2025

  Hello

  I apologize for the delay in answering, Innovate1 Services has been contacting people who may have had an answer to the double vetting issue. We have heard back from *******, and they agree that one application will be refunded. I do not know the timeline for the refund yet.

  Did the passport holder use one application over the other? I will need to know which application to refund. The Applicant can reach out to me directly with the Application ID to be refunded.

   

  Regards

  Theresa M******

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

  Customer Answer

  Date: 06/12/2025

  
  
  Better Business Bureau:
  
  I recieved a mail today 12/06/2025, stating that a refund as been approved and would be made in the next 4-8 weeks. Hoping that this would be fulfilled. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Thank you to BB.org for your tiredless efforts and thank you to innovate services. 
  
  
  Sincerely,
  ****** *******

• Initial Complaint

  Date:05/05/2025

  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.

  To summarize, the problem started after I completed, submitted and tried to pay for my passport renewal on 03/05/25. The payment could not go through, and I managed to contact Innovate1 Services. They informed me that the payment did not go through because I needed to register my credit card with them. In order to register the card with them, they told me that they needed a copy of my credit card bank statement (with some numbers blacked out), photocopy of my credit card showing its number (some numbers also blacked out) along with a photocopy of an identification (driver's license). I really was leery about doing that but did send all requested documents to them, since I felt that they were representing the ******** Embassy. Anyway, after my credit card was approved by Innovate1 on 3/21/25, I tried payment, and it failed. I got either an error authentication message, a blank innovate1 sheet or it took me back to the ******** Immigration website. This same issue has been ongoing since then without resolution. I have asked Innovate1 for a way forward with an alternate payment method (money order or check with clearance after their receipt of payment) or any other suggestion they have, without a response to that question. They keep suggesting that I keep trying with my credit card and I keep getting the same results.
  Could you please intervene so that I can make the payment and book an appointment for biometrics? I was planning to visit Nigeria in June 2025, but this is starting to look doubtful.
  
  One of the things that has me really worried is that, because of all my problems with Innovate1, I ******* their BBB complaints and was shocked at the ratings and complaints described. It actually mirrors what I am currently going through with them. I understand that what usually happens is that they string you along and when your application timeline expires, they will withdraw the money you have been trying to pay them all along and then refuse repay you.

  Business Response

  Date: 05/20/2025

  Hello,

   

  This matter was resolved a couple weeks ago; The Applicant has successfully processed the application. The card was rejected in error, and it was required to be re-registered.

   

  Kind Regards

  Theresa M******

  Innovate1 Services

  Customer Answer

  Date: 05/20/2025

  
  
  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

  Date:04/09/2025

  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.

  Re: Complaint On Deceptive Business Practice By Innovate1 Services
  
  1. That Innovate1 Services is a service provider working as a passport and visa processing vendor for the ******** ******* in *********** ****, as detailed in ********* *****; and 2), hereby enclosed.
  2. That on February 3, 2025, I applied for a tourist (***) visa to ******* through the Innovate1 Services website as shown by the ******** Immigration Service application # ******* and reference # **********(******** *).
  3. That I paid the sum of One Hundred and Sixty dollars($160.OO) for this service as shown in ********* *****, and * * **
  4. That I was scheduled for visa interview on March 28, 2025.
  5. That due to the cancellation of my travel plan to *******, I promptly applied on March 10, 2025, to Innovate1 Services for a cancellation of my visa application (********* ****** and **-8B).
  6. That my application for cancellation and request of refund was based on the “Acceptable Reasons for Refund” explicitly published by Innovate1 Services herein enclosed as ********* **-7F.
  7. That Innovate1 Services has been playing a deceptive game after receiving my continued emails for refund and their requests for countless excel sheet breakdowns of my visa application details as shown in ********* **-8B, 9-10.
  8. That despite my continued engagement with the Innovate1 Services Applicants Support Team, I got a shocking email from them on April 7, 2025, notifying me that my application has closed without refunding me the sum of One Hundred and Sixty dollars($160.OO)I paid for this service(********* *****).
  9. Please, I am making a passionate plea for you to use your good office to reach out to Innovate1 Services to refund my funds to me.
  
  Thank you.
  *** *********** ** ********

  Business Response

  Date: 04/11/2025

   

      To Whom it May Concern:

   Innovate1 Services Inc. assist in the payment of ******** Visas and/or Passports. Once the Applicant has completed the on-line Application and has uploaded any required documents at the ******** Immigration website, they are directed to Innovate1 Services to process the Payment for the Application(s).

  That payment process would complete the services of Innovate1. The Applicant had to acknowledge the refund policy in the section "Select Payment Mode". The applicant cannot move forward without checking the box(s). Please see line item 4 under "Acceptable for a Refund". 

   

  Sincerely

  Theresa M******

  Innovate1 Services.

  Customer Answer

  Date: 04/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. According to the refund policy of INNOVATE1 SERVICES hereby attached as ******** ** I made my refund request within the stipulated time limit of six months(March, 10, 2025) as shown in ******** **.

  2. Innovate1 Services acknowledged my application by opening a ticket #******

  3. They asked me to respond within 5 business with a "refund spreadsheet of my transaction" with them. This document is also hereby attached.

  4. Further details were also given to them via email by ******** **.

  5. It will be grossly unfair for Innovate1 Services not to refund me for a service they did not provide to me even after due notification of my cancellation.

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

  Business Response

  Date: 04/14/2025

  To Whom It May Concern: 

  The Applicant failed to acknowledge/recognize the written statement under the red checkmark **, which stated that a double payment needed to be made within 15 days of original payment.

  The Applicant's claim does not fall within the ******** Immigration Services refund policy.

   

  Regards

  Theresa M******

  Innovate1 Service

• Initial Complaint

  Date:03/11/2025

  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.

  Innovate1 services has refused to process my refund. I requested for a refund for the passport application payment I made on the 22nd of January. Payment was made for the passport to be processed at the ******* consulate instead of the *** **** consulate. Another payment was made on the 10th of February for the passport to be processed at the *** **** consulate. 
  Attached is the document showing that the passport is being processed at the *** **** consulate.
  In reference to their refund policy: 
  * Refund of application fee is applicable for any double payment, example: 1 Visa - 1 Passport; 2 Visas; or 2 Passports for the same person.
  * Refund requests are considered valid up to six (6) months from the original date of payment
  
  1st
  Application Id : ********
  Reference Number : ****************
  
  2nd
  Application Id : ********
  Reference Number :****************

  Business Response

  Date: 03/25/2025

  To Whom it May Concern:

  Innovate1 Services Inc. assist in the payment of ******** Visas and/or Passports. Once the Applicant(s) has completed the On-Line application and uploaded any required documents at the ******** Immigration website,

  they are directed to Innovate1 Services to process the Payment for the Application(s). That would complete the services of Innovate1. Due to the fact that both of the card holders' applications are designated as Vetted,

  the applicant should reach out to the ******** Embassy in whichever embassy did not provide the service. Once an application is vetted, it is designated as a completed legally binding Visa or Passport. 

   

  Sincerely

  Theresa M******

  Innovate1 Services

   

• Initial Complaint

  Date:02/06/2025

  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.

  Hi I’ve been trying to make a payment with my credit cards, ****, my partners credit and **** cards for my ******** passport to no avail. I’ve also contacted our financial institutions and I was told everything is fine on their side. Please help as I’ve been unable to make a payment fordays now

  Business Response

  Date: 02/07/2025

  Hello

   

  I have reviewed the complaint, there are a few reasons the payment had not been accepted. The first one that comes to mind is: was the partners card registered with Innovate1 Services? For secure payments, a credit card paying for others needs to be registered and verified before payment.

  As of today, Feb 7, a payment has been accepted. 

   

  Regards

  Theresa M******

  Innovate1 Services

• Initial Complaint

  Date:01/27/2025

  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 have been trying to pay for my ******** passport renewal for the longest time on their platform and the page keeps going blank . How can a trusted business not have any means for customers to contact them . I have sent several emails. None has been responded to .
  Please I need help with this issue.

  Business Response

  Date: 01/27/2025

   

  Hello

  The customer received advise from our customer support team. The credit card bank that she was using was not accepting the request. The customer should request more details from that bank or choose another credit card.

   

  Regards

  Theresa M******

  Innovate1 Services

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 complaint is regarding the business organisation: INNOVATE1 Services
  
  They claim to have refunded a sum of 176USD to my account. The refund was due to wrong application.
  The refund was approved and confirmation sent by INNOVATE1 services on Dec 5th 2024
  
  However, till today there is no receipt of this money in my account. I have contacted my bank severally and they didn’t received any amount.
  
  I am simply asking INNOVATE1 services to provide proof of payment, Account name , account number where this payment was made, or the ******* Reference number as this was supposed to be a refund to my credit card.
  
  Details of the transactions with INNOVATE SERVICES
  1 . Total amount to be refunded: 176 USD
  2. Application Ids refunded: ******* & *******
  3. Order Number : ***************
  4. Refund Reference Number : **********************

• Initial Complaint

  Date:11/18/2024

  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.

  ******* Immigration Service (***) and Innovate1 Services Team,
  
  I hope this message finds you well. I am reaching out regarding a recent fraudulent transaction that was conducted on my bank account for the amount of $640, which I did not authorize.
  
  Unfortunately, someone obtained my bank details without my consent and used them to make purchases related to your services. I am seeking a prompt resolution to receive a refund for this transaction.
  
  To my knowledge, no one in my family or myself is currently in need of a ******** visa, and I did not initiate any transaction with your services. This is why I was surprised to see this charge on my bank statement.
  
  The transaction was made using my **** card ending in ****. I have attached the email correspondence I received, which includes the information of the unauthorized transaction.
  
  I kindly request that you initiate a refund of the $640 back to my account as soon as possible. This transaction was clearly unauthorized, and I am hopeful that you can assist in rectifying this situation as swiftly as possible.
  
  Please let me know if there is any additional information you require to expedite this process. Thank you for your attention to this matter. I look forward to hearing from you soon and receiving a confirmation regarding the status of the refund to my account.
  
  Also I have been writing through email to get this resolved since October 13, 2024 and I received email today November 18, 2024 that the company Innovate1services.com emailed me back that they will not issue me a refund and I should contact my bank and my bank stated that I must contact the company innovate1services.***. I want this resolved quickly because I should not have to be a victim of such fraudulent activity.

  Business Response

  Date: 11/19/2024

   Hello

  I have looked into the charge that *** ******* is claiming is fraudulent, The Name, Email, and Card are his. Three of the four applicants have the same surname as his. With the email being the same, the card holder would have received a confirmation email shortly after payment. 

  If the card holder truly believes his card was compromised, He should reach out to his bank for a refund and request a new card. Innovate1 Services is unable to do this seeing as the Names and Email address point to knowing the applicants and/or the card holder. This policy is based on the parameters given to  

  Innovate1 Services by the ******** Immigration Service.

   

  Regards

  Theresa M******

  Innovate1services

  Customer Answer

  Date: 11/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Innovate1Services is not a company I would never use. Innovate1Services is fraudulent company and find excuses on why they do not want to return my $640 and this company should be removed from the better business bureau because they are not ethical company.

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

• Initial Complaint

  Date:09/27/2024

  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 applied for a visa to ******* for myself and my son on the 14th of September, but unfortunately I applied for the wrong visa type. So I immediately reached out to the ******** consulate who replied me 6 days later after a second email referring me to innovate1 services to request a refund. So I reached out to them and filled all the forms I was asked to fill only for them to send me an email this morning that they will not be initiating any refund because my visa type does not qualify for a refund. So it’s surprising to me as this is the first time am hearing something absurd as this. A business saying they can’t issue a refund for a service that wasn’t rendered.

  Business Response

  Date: 09/27/2024

   

  To Whom it May Concern,

   

  Innovate1 Services' refund policy is clearly stated with a required verification that it was to be read before proceeding to payment (please see refund page attachment). The ******** Governments policy is to refund in the case of Fraud or double payment. The cardholder should make new applications and make payment.

  Once this is done, request a refund from Innovate1Services and it will be processed accordingly.

  Innovate1 Services has to adhere to the requirements given to us by the ******** Immigration Service.

   

  Sincerely,

  Theresa M******

  Innovate1 Services

   

  Customer Answer

  Date: 09/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the next application which I was requested to use by the ******** consulate is an ETA (Emergency Travel Authorisation) which I have to make the payment through a money order (bank draft). 
  
  
  
  Sincerely,
  
  
  
  ********* *********

  Business Response

  Date: 09/27/2024

  Hello

  I understand what you are saying, unfortunately Innovate1 Services is required to follow the Policies and Procedures given to us by the ******** Immigration Service.

  I would have suggested you apply for the correct Visa and then request a refund, apparently you are on time a sensitive schedule.

   

  Regards

  Theresa M******

  Innovate1 Services