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:07/01/2025

  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.

  Contracted the company to assist with obtaining Spanish Citizenship. They were unable to complete the process with me and my brother as my mother's Birth Certificate has been unlocateable in ****. We were assured a 100% Money back guarantee in writing by Mr. ******* *******. I have been requesting a refund for several months to no avail.

  Customer Answer

  Date: 07/02/2025

  Company reached out and agreed to process refund. Please remove my complaint. I will follow through in the event they do not follow through.

• Initial Complaint

  Date:08/26/2024

  Type:Order 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.

  Sept 2022 engaged company to identify all documents, get official copies, do apostille and translation and all possible steps pursuant to dual citizenship, in which their CEO before the deal promised would be a "white glove" "soup to nuts" service. I stressed I wanted them to handle the necessary work and handle individual payment for the document services, for which I willingly paid a higher than usual flat fee up front.After almost two years, the company has never even themselves provided a list of all documents necessary. They ignore email and phone calls. Once the contract was signed, the CEO seemed to have disappeared. They promised an online shared website where documents could be uploaded and where we could exchange contacts. They never posted. They now have a new site, that also doesn't work.I have provided them a list of what I think are the needed documents, but they refuse to confirm. They have repeatedly told me all docs are complete, only to find months later that some are missing. They have made me pay agencies for doc acquisition, citing that I am a relative, and promised to reimburse me, only to ignore my inquiries for reimbursement,.They send what are seemingly automated responses to emails- once in a while- that never really answer the question I am asking.Sometimes their auto emails suggest a conf call, to which I willingly agree, but then which they ignore.Since complaints are accumulating, they have apparently now identified with a new name in **********, ************************************ summarize, they are all but impossible to contact, to meet with, or to get a definite answer from. ***************** far from being "white glove," is glaringly absent. The CEO promises much until the contract is signed, after which the customer is ghosted.After almost two years I have no idea where I am in the dual citizenship process, can get no answers, documents are incomplete despite my own efforts to help the process along.

  Business Response

  Date: 09/10/2024

  Dear ***************************** Response to Complaint - Progress Update on Slovak Citizenship by Descent
  

  We are writing to inform you that our team has already been in contact with ***** ******* regarding his request for assistance in securing Slovak citizenship by descent. We understand the importance of this matter and want to assure you that we have taken immediate action to address his concerns.
  
  During our discussions with the client, we clarified the steps necessary for his application process, and together, we have developed a structured plan to keep the process moving efficiently. Our team is committed to providing ongoing updates and support to ensure that all requirements are met and that the client feels fully informed every step of the way.
  
  We believe this collaborative approach will result in a positive resolution, and we will continue to work diligently on his case.
  
  Please feel free to reach out to us if you require any additional information or have further questions.

  Customer Answer

  Date: 09/29/2024

   
  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:07/31/2024

  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.

  Since retaining this company they have not done a single thing promised. They have ignored emails, sent wrong information, and done nothing promised. The support provided thus far has been neither proactive nor comprehensive. There have been significant delays and lack of communication, which have hindered the preparation and submission process of the application. This has directly impacted the quality and readiness of the application, contravening the agreed-upon meticulous crafting and preparation standards. Emails of how this has not been met are in my possession and will serve as evidence. The personalized assessment provided lacked depth and accuracy, leading to potential errors in eligibility verification.- Access to GlobalPassport has been sporadic and unreliable, limiting our ability to manage and retrieve essential documents effectively.- There has been a notable absence of expert assistance in the identification, collection, and secure storage of vital records and documentation.- The step-by-step guidance promised has been inconsistent and insufficient, resulting in confusion and delays in the application process.- The preparation and compilation of the application, including the acquisition of genealogical records, have been subpar and incomplete.These failures represent a clear breach of the contract, as the comprehensive support that was supposed to be provided to us has been severely lacking.

  Business Response

  Date: 08/13/2024

  Global RCG Inc.
  ********************************
  ***************************
  ***

  
  Date: August 13th, 2024
  Better Business Bureau
  ****************
  *************************

  
  Response to Complaint No. ******** *****************************

  
  We are writing in response to the complaint filed by ********************************* regarding her
  engagement with Global RCG Inc. and our service platform, GlobalPassport. Our aim is
  to clarify the situation and provide detailed information about the services rendered,
  communications exchanged, and our adherence to the contract terms.

  Details of Service and Communication:
  Global RCG Inc. has consistently fulfilled its contractual obligations as outlined in our
  agreement with Ms. ********** Below is a detailed account of the interactions and
  communications that occurred during the course of our service:

  
  February 14, 2024:
  8:21 PM: Ms. ********* emailed *******.
  8:58 PM: ******* responded to Ms. ********** email.
  9:02 PM: Ms. ********* replied to *******.
  9:37 PM: ******* followed up with Ms. **********
  April 4, 2024:
  2:06 PM: Ms. ********* emailed Global RCG outlining her expectations or
  requesting a refund.
  3:06 PM: Global RCGs ****** Services team acknowledged Ms.
  ********** email and confirmed their ability to assist.
  May 13, 2024:
  3:55 PM: Ms. ********* updated Global RCG about the status of her
  documents and requested next steps.
  6:56 PM: Global RCG confirmed receipt of documents and provided an
  update.
  7:02 PM: Ms. ********* confirmed she could provide the marriage certificate
  and shared her grandfathers details.
  7:04 PM: Ms. ********* attached her husbands birth certificate.
  May 14, 2024:
  6:18 PM: Global RCG acknowledged receipt of additional documents and
  updated the status.
  6:22 PM: Ms. ********* reiterated that she had sent the death certificate and
  requested confirmation.
  May 15, 2024:
  5:31 PM: Global RCG acknowledged receipt of the death certificate and
  stated they would review the documents.
  8:00 PM: Ms. ********* requested details about the next steps and expected
  completion dates.
  May 16, 2024:
  4:36 PM: Global RCG acknowledged receipt of the request for a timeline
  and promised to follow up.
  May 20, 2024:
  3:09 PM: Ms. ********* asked again for the timeline and next steps.
  May 29, 2024:
  11:42 AM: Ms. ********* followed up with *****.
  June 4, 2024:
  6:37 PM: Ms. ********* contacted Kaila.
  June 17, 2024:
  11:54 AM: ****** Services acknowledged Ms. ********** request for a
  meeting.
  12:54 PM: Ms. ********* requested a meeting.
  June 18, 2024:
  5:28 AM: Global RCG sent an email stating that retrieving vital records from
  ********* was outside the scope of our agreement and attached the
  membership agreement.
  June 19, 2024:
  2:27 PM: ***** responded apologizing for the delay and requested a few
  date and time options for a meeting.
  3:27 PM: Ms. ********* emailed ***** asking for an early afternoon meeting
  on Friday.
  June 21, 2024:
  3:08 PM: Ms. ********* sent a follow-up email expressing frustration over
  lack of confirmation and requested a meeting or a refund.
  July 18, 2024:
  7:44 PM: Ms. ********* asked for updates.
  July 24, 2024:
  9:06 AM: Ms. ********* sent a follow-up.
  5:17 PM: Ms. ********* sent another follow-up.
  July 25, 2024:
  1:09 PM: Ms. ********* escalated the issue.
  July 29, 2024:
  11:00 AM: ***** from GlobalPassport responded.
  July 31, 2024:
  9:45 AM: ***** sent another message.
  11:45 AM: Ms. ********* sent a formal complaint.

  
  Contractual Adherence and Services Rendered:
  Scope of Services: Global RCG Inc. provides a range of digital and advisory
  services, including personalized assessments, access to GlobalPassport,
  expert assistance with document collection, and step-by-step guidance. We
  have diligently provided these services throughout Ms. ********** engagement,
  as documented in the communication timeline above.

  
  Ongoing Support: Despite the issues raised, Global RCG Inc. has consistently
  made efforts to provide support and services. We have responded promptly to
  Ms. ********** inquiries and requests, as evidenced by our detailed
  communications. Our team has remained engaged and committed to assisting
  Ms. ********* with her application process, even in the face of challenges.
  Money-Back Guarantee: The Money-Back Guarantee outlined in the contract
  applies under specific conditions, primarily when an application is officially
  rejected or if we fail to obtain vital records necessary for the application. Since
  Ms. ********** application has not been officially rejected and no vital
  records were unreasonably withheld, the refund request does not align
  with the guarantees criteria.

  
  Document Handling and Service Scope: The contract specifies that Global
  RCGs role is advisory and digital in nature, and does not include physical
  document handling or submission. We have adhered to these terms and
  provided clear communication regarding the scope of our services.
  Additional Considerations:
  Firstly, as stipulated in the "Obligations of Global RCG" and "****** Acknowledgements"
  sections, it is Ms. ********** responsibility to provide all required documents and
  information promptly and accurately. The process is inherently lengthy due to the complexity
  and necessity of ensuring that all documentation is correct and complete.
  Furthermore, the "Termination and Withdrawal Provisions" of the Agreement state that while
  Ms. ********* may terminate or withdraw from the Agreement upon 30 days' written notice,
  RCG retains all fees and charges already paid up to the date of termination. This includes
  the Professional Fee and any incurred expenses. This policy is in place because significant
  resources are committed to each ******'s application process from the moment of
  payment.

  
  Additionally, the "Money-Back Guarantee" applies only under specific conditions related to
  application rejection by local authorities and does not cover cases where the ******s
  application is still in progress or if there has been any issue with the provision of documents
  from the ******'s side.
  Thus, based on the Agreement, the termination of the contract under the current
  circumstances does not apply as the process involves Ms. ********** active participation in
  providing necessary documents and information. The nature of the Services, as outlined,
  involves a detailed and lengthy process which is not immediately subject to termination
  without due consideration of the terms.

  
  For further details on our terms and conditions, please refer to the following link:
  ***********************************************************************************

  Thank you for your attention to this matter.

  We appreciate the opportunity to address Ms. ********** concerns and remain dedicated to
  maintaining high standards of service.
  

  Sincerely,
  Global RCG Inc.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22071426
  
  I am rejecting this response because:
  

  The series of failures listed below not only constitute material breaches of our contract but also suggest gross negligence and incompetence on the part of your company.
  Timeline of Issues:

  
  February 17: I received initial instructions on how to begin the dual citizenship application process. However, the information provided was for the wrong country. Despite promptly informing your team of this error, no immediate corrective action was taken.
  

  March 23: I informed your team that I had not yet received access to the GlobalPassport account, which is crucial for managing and retrieving essential records. This issue remains unresolved.
  

  March 29: After clarifying the correct country for my application, your team repeatedly entered incorrect information regarding my ancestors, including their names and whether they were living or deceased. Additionally, documents that I uploaded were not updated or reflected in any account, further complicating the application process.
  

  June 14: I requested a meeting to discuss these ongoing issues, but this request was ignored, and people that were to attend meeting never did
  

  July 26: In an egregious display of incompetence, your team repeatedly emailed a company in ********* when trying to communicate with me. I received multiple forwarded emails from the ******************** highlighting your team's inability to even manage basic email communications correctly.
  There are more examples but this is more than enough for a breach of contract.
  

  Additional Issues:
  

  Failure to Translate and Submit Documents: Despite acquiring the necessary documents, your team has not translated them, filled out or submitted any part of the application, or secured any appointments. There has been no progress whatsoever in advancing my case.
  

  Incorrect Information and Missed Meetings: Your team has continuously uploaded incorrect information, missed scheduled meetings, and failed to respond in a timely manner.
  This pattern of behavior is not just a breach of contract; it amounts to fraud. Your company has failed to provide the services promised, wasted valuable time, and has shown a total disregard for the terms of our agreement. This conduct has caused significant stress and inconvenience, and it is unacceptable.

  This is has been forwarded to the fraud department of the government for further investigation into the deceptive trade practices of this company. 

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

• Initial Complaint

  Date:06/21/2024

  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 am dissatisfied with the services provided by Global RCG, which I paid $5,000 to on 3/12/24 to assist with my application for ** Citizenship by *******.Global RCG made verbal commitments during an introductory call on 3/11/24. Unfortunately, these commitments weren't met, leading to a series of issues:1. Delayed Responses: Communication has consistently been delayed, often necessitating follow-up emails for a response.2. Response Dependency: On at least 3 occasions (3/29, 5/1, & 6/1), I received responses only after sending follow-up emails.3. Contradictory Information: I was assured on 3/19/24, that their team would assist in booking an appointment with the *************** of ********* However, on 6/12/24, I was informed that this would not be feasible.4. Unreasonable Recommendations: I was advised to plan a two-week visit to ******** for my appointment, which is impractical and costly; this was despite the government's website allowing folks to book appointments directly.5. Inadequate Guidance: I was not given initial guidance when they told me I needed a UK background check. When I requested further guidance, I received broken URLs.Also, at least 3 other Global RCG clients have had similar issues - including poor communication, 'ghosting' by agents, wrong immigration guidance, unauthorized translations, & lack of reimbursement for errors.Global RCG failed to meet the provisions of the Membership Agreement, particularly the commitment to provide meticulous guidance through each step of the application process. This raises significant concerns about the timely preparation and submission of my overall application.Despite raising these concerns with Global RCG, the issues have not been resolved. Consequently, on 6/17/24, I requested the termination of my contract and a partial refund - which was denied, claiming that no provisions of the agreement had been violated.

  Business Response

  Date: 06/26/2024

  Response to BBB Complaint (ID: *********
  To: ****************, Better Business Bureau
  From: *****************************, Co-Founder & CEO, GlobalPassport
  Date: June 28th, 2024
  Subject: Response to Complaint ID ********
  
  Dear Ms. ******************** you for the opportunity to address the concerns raised by Mr. ***** Yyyy regarding his dissatisfaction with our services at GlobalPassport. We value our clients and their feedback, and we strive to maintain transparent communication and high service standards.
  
  Our Perspective on the Complaint
  
  Background and Services Rendered

  
  Mr. ***** Yyyy signed a Membership Agreement with GlobalPassport on March 12, 2024, for assistance with his application for ** Citizenship by Descent. This agreement clearly outlines the services we provide, which include identification, retrieval, and processing of vital records, guidance through the eligibility assessment and application process, and preparation and assembly of the submission package. Additionally, it specifies that the professional fee is non-refundable except under certain conditions, such as a rejection of the application by local authorities.
  Throughout the initial months of Mr. ****** membership, our team has consistently provided extensive support and guidance. 
  
  Below is a summary of the key interactions and services provided:
  
  March 12: Membership Agreement signed, acknowledgment and onboarding form provided.
  March 19: Kick-off call held.
  March 20: Access to client portal provided.
  March 22 - June 12: Numerous email correspondences addressing Mr. ****** questions about vital records, apostille process, document collection, and other relevant concerns.
  June 7: Email sent with tracking number for birth records from *********
  June 12 - June 14: Continued correspondence regarding translation services, UK background checks, and recommendations for interpreters.
  
  Addressing Specific Complaints
  1.  Delayed Responses: While we strive for prompt communication, occasional delays can occur due to the complexity of the processes involved. We acknowledge that follow-up emails were necessary in some instances, but these delays do not constitute a breach of our agreement.
  2. Response Dependency: The need for follow-*** is often due to additional information or verification requirements to ensure accuracy and compliance with Slovak authorities requirements.
  3. Contradictory Information: Changes in the feasibility of booking appointments can occur due to updates from the *************** of ********* We communicated the most current information available at the time.
  4. Unreasonable Recommendations: Advising a two-week visit to ******** was based on typical uncertainties in appointment availability. This recommendation aimed to mitigate potential scheduling issues, despite the governments website allowing for direct bookings.
  5. Inadequate Guidance: We regret the inconvenience caused by broken URLs and have since rectified these issues. Our continuous efforts aim to provide accurate and functional resources.
  6. Timeline and Communication: The advice to delay the *** background check was based on typical processing times to ensure document validity.
  Delays at the ********** of ***************************** are beyond our control, but we remain committed to assisting in expediting these processes.
  
  Membership Agreement Terms
  As per the signed Membership Agreement, the professional fee paid is non-refundable except if the application is denied by local authorities. Mr. ****** dissatisfaction, although unfortunate, does not meet the conditions for a refund as per our agreed terms. Our team has provided the services as outlined in the agreement and has acted in good faith throughout the engagement.
  
  Conclusion and Resolution
  While we understand Mr. ****** frustrations, the services rendered align with the terms of our Membership Agreement. We remain committed to assisting Mr. **** in completing his application and are confident in our ability to meet the necessary requirements within the given timeframe. However, if Mr. **** chooses to withdraw from the membership, we respect his decision and regret that we could not meet his expectations in this matter.
  
  We hope this response provides clarity and a fair perspective on the situation. We are open to further discussion to amicably resolve this matter and restore the trust that first brought us together.
  
  Sincerely,
  *****************************
  Co-Founder & CEO, GlobalPassport
  ************************************************************************************************
  ******************************************
  ****************
  

  
  

  Customer Answer

  Date: 06/27/2024

  Global RCG has screwed over additional clients with their services & ghosting communication:

  1. ***********************

  2. *****************

  3. *****************************

  So while they claim they havent committed any contract violations, their lack of communication, conflicting guidance, & lack of follow-through garners further investigation.

  Many thanks.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21880153
  
  I am rejecting this response because:

  Global RCG continues to claim they did violate any contract provisions. But per my initial complaint, they failed to meet the provisions of the Membership Agreement - particularly the commitment to provide meticulous guidance through each step of the application process. The lack of communication and guidance compelled me to conduct independent research on my own - which is the specific service I paid for Global RCG to provide.

  And as stated before, there are several other clients who have endured challenges with Global RCG - including (but not limited to):

  1. Failure to use an official Slovak translator for citizenship application materials (which were ultimately rejected).

  2. Failure to reimburse clients for extra expenses that they claimed they would cover.

  3. Failure to respond to emails/calls from clients for up to 3 weeks at a time.

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

  Business Response

  Date: 07/07/2024

  To: ****************, Better Business Bureau
  From: *****************************, Co-Founder & CEO
  Date: July 7th, 2024
  
  Subject: Response to Complaint ID ********
  
  Dear Ms. ***********
  I hope you had a wonderful 4th of July weekend. Thank you very much for the opportunity to address the concerns raised by Mr. **** **** regarding our services at Global RCG Inc. We take all feedback seriously and appreciate the chance to clarify our position.
  
  Our Commitment to Service Excellence
  Global RCG has successfully guided numerous clients through the complex process of obtaining citizenship by descent. Our track record of meticulous support and successful applications demonstrates our commitment to high service standards and client satisfaction.
  
  Specifics of Mr. ****** Engagement
  Mr. **** engaged our services on March 12, 2024, by signing a Membership Agreement that clearly outlines our scope of services and refund policy. From March 22 to June 12, 2024, we provided comprehensive guidance, including:
  Detailed responses to inquiries about vital records Guidance on the apostille process
  Assistance with document collection
  Regular updates on application status
  
  Our records indicate that Mr. **** did not express dissatisfaction with our services during this period.
  
  Addressing Specific Concerns
  1. Communication and Responsiveness: Our team maintained regular communication with Mr. ****.While there were minor delays due to the complexities of the citizenship application process, we promptly addressed these once additional information was obtained.
  2. Expertise and Recommendations: Our guidance, including the recommendation for a two-week visit to ********, is based on extensive experience with the Slovak citizenship process. This precautionary measure aims to mitigate potential scheduling issues and is standard practice.
  3. Claims Regarding Other Clients: We maintain strict confidentiality and have no records of similar complaints from our extensive client base. We cannot comment on unsubstantiated claims about other unnamed clients.
  
  
  Refund Policy
  As per the Membership Agreement signed by Mr. ****, the professional fee is non-refundable unless the application is denied by local authorities. The Agreement clearly states:
  "The professional fee is non-refundable except under certain conditions, such as a rejection of the application by local authorities."
  Mr. ****'s request for a refund does not meet these conditions.
  
  Moving Forward
  While we understand Mr. ****** frustration, we stand by the quality and integrity of our services. To address his concerns and ensure his satisfaction, we propose the following:
  1. A comprehensive review of Mr. ****** case by our senior team
  2. A detailed action plan to complete his citizenship application
  3. A personal consultation with one of our senior advisors to address any remaining concerns
  
  We remain committed to assisting Mr. **** in finalizing his citizenship application should he choose to continue with his membership.
  
  We trust this response clarifies our position and demonstrates our commitment to client satisfaction.We are confident that our actions have been in full compliance with the agreed terms and standards.
  
  Thank you for your understanding and cooperation in this matter.
  
  Sincerely,
  ***************************** Co-Founder & CEO
  Global RCG Inc.
  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21880153
  
  I am rejecting this response because:

  As mentioned before, I am one of several Global RCG clients who have received sub-par global mobility services from them. Their complaints include (but are not limited to) the following:

  1. Providing wrong information about *** background check validity, Slovak citizenship eligibility, & appointment booking.

  2. Leveraging unlicensed translator for Slovak citizenship materials - which were eventually rejected.

  3. Failure to respond to clients' emails, even after several follow-ups.

  4. Misrepresenting their depth of knowledge in immigration/global mobility.

  Since a resolution cannot be reached with Global RCG via the Better Business Bureau, this matter has been escalated to other authorities.

  Kind Regards
  *********************