ComplaintsforInnovate 1 Services

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to inform you of an error I made while filling out my application form on the ******* Immigration Service website. Unfortunately, I mistakenly selected ***** as my processing center instead of ****** Due to issues beyond my control, I am unable to travel to ***** for the processing of my application. I kindly request your assistance in correcting this error and changing my processing center to ***** or whatever can be done to assist me My application number is ************ and i did it today 28/08/2024 I would be extremely grateful if this could be resolved at your earliest convenience.

  Business response

  08/29/2024

  Hello

  Innovate1 Services assist in the payments of **** and Passports outside of *******.  I have no access to your information. 

  Please reach out to: **************************

   

  Kind Regards

  Theresa M******

   

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for the Visa applications for my 3 children to obtain a ******** Visa to travel for their Grandfather's funeral in July this year. I had to pay all 3 Visa application fees before i could go to their office for an interview and submit all the documents. I went to their local office at *** ******* to file the applications. I was told by their staff there that the processing times are very far and that the Visa will not be ready before July but in 3 to 6 months, So i did not go ahead with the application as it was futile to obtain a Visa for after the event. I was disappointment at the lack of efficiency and no option to apply for an expediated Visa. I asked the staff for a refund of my money which is total of $480 ($160 x 3 ) and he asked me to email the company which i promptly did. I received an email stating that they can not refund me my money. This is outrageous as services were not received for money paid so i demand that they refund me my hard earned money! They have refused to respond to my subsequent emails. I am reporting this unscrupulous company to the BBB for their shady unprofessional practices, and I request the BBB to intervene in the process of obtaining my refund from this despicable company that willfully refuses to refund customers their money when services were not provided or rendered. I am not surprised at their shameful practices considering the type of visa they process. I need by money refunded from this unethical and unprofessional company and possibly reprimanded by the BBB if they refuse to refund my money. For refence the application details for my 3 children are as follows: 1. ID: ******* Ref # **********. order # ********** 2. ID: ******* Ref # **********. order # 1********* 3. ID ******* Ref # **********. order # **********. Thank you BBB.

  Business response

  05/28/2024

  Hello

   

  Please request a refund from *****************************. Please see if an ETC would work for your Family for travel. The ETC information is on ** embassy website.

   

  Regards

  Theresa M******

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good day please I would like to request a refund for a passport application payment. I already paid for an earlier passport application and received my passport therefore this application is no longer necessary. I will be attaching supporting evidence. Description of attached documents: ******************* ***** ** ******** **********************: Proof that passport was not created. proof_debit.pdf: Proof of debit (242 USD ** ****** ***) Application name: *********** ***** *********** Application number: ******** Reference No. : **************** Application Date: 8/04/2024 Payment Date: 8/04/2024 Payment Method: **** ***9 (last four digits) Regards, **** ***********

  Business response

  05/01/2024

  Hello,

   

  Mr. *********** had a 5yr passport processed in April of 2019. It has now expired. Mr. *********** recently applied and paid for a 10-year passport.

  These are the only documents in the applicant's history. 

  Customer response

  05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because it doesn’t address my complaint. I made an initial payment for my passport however it wasn’t valid but I was charged still. So I ended up making another payment to fix that. I have currently received my passport for the initial application and I kindly request a refund for the second application because I already have my passport thanks. 
  

  I have attached a screenshot that shows I paid for two applications. 
  
  Sincerely,
  
  *********** ***********

  Business response

  05/07/2024

  Hello,

  I have approved the refund for the newest application (********). The discrepancy was caused by an error in the Applicants given name. The system matches like to like, an "i " was missing in the given name.

   

  Kind Regards

  Theresa M******

  Innovate1 Services

   

  Customer response

  05/07/2024

  
  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

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to renew my passport since 2021. I have legally changed my first name and paid all the requested amounts needed to correct my passport with proof since 2021. On 4/4 I submitted a new application to renew my passport/data change, application # ******** and reference # ****************. I have been tracking the application and everything was fine until today I am no longer able to track it, and the application no longer exist. Please tell me what is going on and please help me renew my passport. I travel to ******** in June and I urgently need my passport.

  Business response

  04/24/2024

  Hello

  Innovate1 Services is a compa** that only processes payments for the ******** Immigration Service (NIS). The NIS Applications have an expiry date, for a passport it is 1 year from date of payment. I do not know how the 2021 information is relevant. Innovate1 Services has no involvement with the process to change a** information, book appointments, or change data. All such inquiries should be sent to ******************************** 

  The Applicant has booked an appointment at the NIS-** for May 2. 

   

  Regards

  Theresa M******

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied for a ******** multiple entry visa online on 15 November 2023, they requested payment of $170.00 for Biometrics. This was paid along with visa and and transaction fees, all totaling $230.00. I went in for an interview on November 27, 2023 and was told I didn’t need biometrics because I was over the age of 65 years. I could contact Innovate Services for a refund. I paid an additional $130.00 that day. I later got a visa with only 2 entries when I had actually applied for a multiple entry visa. Anyway I called Innovate about the refund of the Biometric payment and they led me a merry dance, first they claimed biometric fees can’t be refunded because I already had it done, I explained to them their own policy that people over 65 don’t need this service and I did not have it done, then they claimed the won’t refund because I only made one payment! I explained I made two payments and sent them the receipts. They sent me a form to fill out for a refund, which I did, but then it was rejected because I sent it to the wrong email address, the email address they gave me was the same one I have been using! I realize they have no intention of repaying me the money do I am appealing to you for your help,

  Business response

  03/20/2024

   

  Hello,

  Innovate1 Services assists in the processing the payment of an application(s) for the ******** Immigration Service. I have verified with ****** ********** ********* officers, they process the visas for the ******** Embassies, the biometric fee for all applicants is mandatory as it is a biometric visa that is issued to the applicant.   Yes, over 65 may not require fingerprint capturing, however the system will require their photo be taken for the printing of the visa or if mailed in they will scan a photo the applicant has sent. There has not been any policy change on this process. 

  Regards,

  Theresa M******

   

   

  Customer response

  03/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not have biometrics done since I  was told I did not need to do it. Furthermore I submitted passport photographs to Innovate at the time of my interview, and these were used for processing my visa. Do they did not take pictures!  They should state clearly on the visa application that people over 65 years old are not required to do biometrics, and stop taking money from elderly applicants!

  This does not look good for the ******** *******.
  
  Sincerely,
  
  **** **********

  Business response

  03/21/2024

  Innovate1 Services assist in the payment of ******** Visas and/or Passports application only.
  The ******** *********** ******** ***** has the company Online Integrated Solutions (***) to process said document(s) for a nearby ******** *******. ****** ********** ********* has their own fee schedules and requirements from the ***.  Attached is required form from ***, please note the applicant must acknowledge reading and accepting the information was provided and the *** payment receipt.

  Customer response

  03/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: you mentioned I should fill out a form but the form was not included. Please send me the form and I will gladly fill it out.
  
  Sincerely,
  
  **** **********

  Business response

  03/21/2024

  Hello

  Innovate 1 services did not accept the biometric payment. ****** ********** ********* (***) accepted the payment. The applicants over 65 years old do need to have their biometrics completed. They do not need to go to an *** Office, they may mail the documents to the *** Office closest to them.
  The fingerprint scan is not required for over 65, yet they do need to still supply a photo in which the *** office can use to have the Biometric scan done in order to place it on your visa. Innovate1 Services charges you for the application payment only. 

   

  Regards

  Theresa M******

  Innovate1 Services

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Innovate 1 Services is attempting to defraud me of $161. They have engaged a local agent in ******* to evade potential repercussions from ** law enforcement. Their ultimatum is clear: unless I pay the demanded funds, I will be unable to secure a ******** passport. They have gone to the extent of blocking my access to the ******** Immigration Services website, thereby preventing me from applying for a passport. In 2018, I paid twice for a ******** passport and Innovate 1 assured me that a refund would be processed. After receiving my passport, I repeatedly contacted Innovate 1 about the refund, but received no response. I eventually resorted to involving my credit card company and successfully secured a refund. Innovate 1 retaliated by blocking my access to the ******** immigration website to prevent me for applying for passports in the future. I became aware of this blockage in December 2022 when I attempted to initiate a new application. Innovate 1's customer service rep, Tamara, disavowed responsibility for the blockage, attributing it to a ******** company they collaborate with called ******** ******** and ********** **** When I reached out to the ******** company, they claimed that I owed Innovate 1 from 2018 and insisted on a $161 payment to lift the block and regain access. It became evident that Innovate 1 and ******** ******** are essentially the same entity, exploiting this partnership to engage in activities that would be considered unlawful in the **. Upon threatening legal action, ******** ******** responded by proposing a document that acknowledges the legality of their activities in 2018, essentially validating my chargeback and confirming they provided the service they initially claimed they did not offer. I reluctantly signed this document because they promised to grant me access. However, they have since ceased communication, leading me to believe they intend to use this document to shield themselves from potential lawsuits.

  Business response

  01/26/2024

  Hello,

   

  The Applicant made two passport applications in 2018. The first was ******** paid in Aug 2018 and the second was ******** paid in Sept 2018.  The Applicant has to acknowledge reading the Innovate1 Serivces refund policy before completing the transaction. Calling one's bank to cancel an extra payment does not constitute a refund request (see attached refund policy). The Cardholder reached out in Dec 2023 when it was realized the account was in a chargeback status. Innovate1 Services acknowledges a refund was due back in 2018 - IF the applicant proceeded to request a refund in accordance with the refund policy, The cardholder would have received the refund in 2018.Due to that fact the refund would have been valid in 2018, it was decided to only request the signed Chargeback Declaration to protect the company from false claims.

   

  Regards

  Theresa M******

  Innovate1 Services

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Friday, June 16th, 2023, and Sunday, October 8th, 2023, I, ******* ***** ****************, and ******** **************** made an online payment of One hundred and Forty-two dollars ($142:00) on each application with a **** ****** **** payment ending in ****, and ****, respectively, to the ******* ********* ****** in *******, via INNOVATE1 Services, their recommended agent of payment. The amount paid was for the ******* Passport for a five-year booklet application. The identification number for *******'s payment was ********, and the reference number for the transaction was **********. For ********, it was identification number ********, and the reference number was ****************. At the ******* Consulate in *******, **, my wife and I were subjected to timidness and embarrassment by a staff member who prescreened our application and rejected it outright despite the attached INNOVATE1 receipts being valid proof of payment and supporting documents. He turned us away from the process and asked us to return in three weeks after resolving the issue with INNOVATE1. In this process, Vice Consul I, Mrs. Stellamaris U*********** E**********, overheard our conversation. She was swift to intervene. Her action was professional, ethical, and courteous in addressing the matter. She apologized on behalf of the institution for the staff statement, and he made sure that we completed the passport application process, not only my wife and I but another ******** citizen with the same problem. I admired her leadership quality and prayed that people in authority cultivate her style of service equity. I hope the ******** ********** adopt a policy that payments made for passport or visa applications via third-party vendors match the responsibility and accountability of deeds. ******** citizens should not suffer intimidation for their lapses. Also, the ******** Consulate staff should receive quality training in the approach and treatment of the ******** citizens who come to them for quality services. They are our country's ambassadors in matters most important to ******** citizens. In doing so, Innovate1's poor services and accountability should be scrutinized closely to improve their services. If a leader of moral standards, Mrs. E**********, and staff of excellent manner like Ms. Shade (last name not known) were absent to save the day, we would have been kicked out of the process, with time wasted and travel risks. I sincerely appreciate the time you took to read my concerns, and I hope this helps improve the services the citizens continue to receive. May God bless our Honorable Minister, the ******** President, and the Great Nation of *******.

  Business response

  11/14/2023

  Hello,

   

  I have looked into this complaint.  In going solely by the information in this compliant and what Innovate1 Services has in their payment system, I believe that one of the required documentations was not brought to the embassy for the interview. 

  Each Embassy provides a list of required documents and or information to provide before appointment. Innovate1 Services only assist in the payment process - which was done on June 16th and Oct 8th.  

   

  Regards

  Theresa M******

  Innoavte1 Services

  Customer response

  11/14/2023

  Thank you for allowing me a rebuttal to the INNOVATE1 response. I need help understanding the defense in the INNOVATE1 argument because I did not read anywhere that addressed these below facts:

  
  1. Explain the payments made to INNOVATE1 were never remitted to the ******** Embassy, ******* Office. 
  The INNOVATE1 should show proof that the ********** have received the payments.

  
  2. To explain the possibility of obtaining the attached scanned documents from the ********** at the ******** Embassy in ******* if applicants are missing documents for the passport interview, as claimed in their defense letter.

  
  3. To dispute that payments we made to the INNOVATE1 Services are meant not for them but for the Federal Government of ******* to obtain a Visa/Passport. 

  
  4. To dispute that if the Consulate Office fails to receive the remit of such payments from the INNOVATE1 on behalf of applicants, it can further delay the progress of issuing the passport and subsequently put the process on hold until such payments are received.
  

  5. To dispute the words on the attached approval documents, "Payment Not Found (PNF) (written in ink) did not signify a hold to passport issuance. 
  

  To quantify the seriousness of INNOVATE1's mishandling of payments, it shows INNOVATE1 Services is not worthy of transacting with reputable businesses and government agencies because of their lack of responsibility and accountability, affecting innocent payers like my wife and me and causing us severe harm. 

  
  INNOVATE1 did not see it fit to email us when they encountered the remittance problem. And they are still defending indefensible. 
  Unfortunately, it is a "bad" business as usual for them. 
  We traveled from Illinois to Georgia, hoping that INNOVATE1 had completed our transaction with the Federal Government Agency that issued the ******* Passport. 

  
  I made it known in my initial complaint that we faced embarrassment and humiliation. The officer handling our file told me to leave and return when we resolved the payment issue with INNOVATE1 Services. A senior Consulate officer at the ******** Embassy in ******* overheard the junior officer trying to send us back. She was upset to see the injustice we faced. "They did not do anything wrong," she said. They were following the policy of the ******** government to use the INNOVATE1 Services platform for passport application payments. She helped us through the process but told us to contact INNOVATE1 to remit the amounts. Otherwise, they would put our passport issuance on hold.

  
  We are traveling to ******* the first week of December for an engagement. We hope INNOVATE1 will work with the ******** Embassy in ******* to resolve the issue quickly so we can receive our pre-paid mailing passport.
  
  
  I sincerely appreciate the BBB organization for taking the stand to protect so many consumers in the faces of rogue businesses with no concerns for consumers but for themselves. 
  

  Sincerely,

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

• Initial Complaint

  10/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I don't know if this is really a complaint but trying to pay for the service is very inconvenient as well as trying to get someone on the phone. I'm well aware of busy offices as I work in one but it's frustrating not to be able to get help with something that is required for your travel. We as the public camt do anything without assistance If the tools put out are not working I need assistance please.

  Business response

  11/03/2023

  Tell us why here...

  Hello,
  Innovate1 Services helps customers worldwide, our phones can become very busy. It is best for Applicants to email the ***************************** if they cannot reach anyone by phone.

  The Innovate1 Services website does have a "Contact us" option in which the applicant can email support with any problems they may be having.

  After receiving this complaint, I reached out to support to have them reach out to Ms. ********, I believe the issue was solved. 

   

  Regards

  Theresa M******

   

   

  Customer response

  11/07/2023

  
  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. This was really not saying the business was in any way not doing their job I really just wanted to make sure I was dealing with someone legit.  A wonderful woman by the name of Tamra called and assisted me and went above and beyond I really appreciate her and getting back with me so quickly. She handled my issue and then some she was wonderful. The staff at the office was also amazing I too work at a busy office so understand being busy. I just really needed my visa and didn't know any other options. This business has proved to be legit and gave results. I would advise anyone needing their visa to go to them. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of payment: Sept. 5th, 2023. Amount paid: $104. I made a payment for the processing of what was claimed to be an "eVisa" by the ******** Immigration Service' website. This was made for my wife to obtain a ******** visa. However, after payment, it directed that we make an appointment at a High Commission in *****, where we were visiting at the time. Note, this was presented as a fully online-processed visa. We went to the High Commission anyway, to process it in person, after the bait and switch. When we arrived, we were told they could not process it as we were not permanent residents. Mind you, there was no indication of this anywhere in the online process. At the Commission, they gave us the refund email address of Innovate Services and directed us to request a full refund, and apply for a visa on arrival instead. This is a different type of visa. I emailed Innovate Services several times and they kept refusing to issue a refund which the organization they are representing asked us to request. I find it incredibly unprofessional and extortionate. There is zero reason Innovate Services should insist on keeping the funds in this scenario. We have already processed and received the online visa on arrival for my wife now (through a different channel). Therefore, the only resolution to this issue is a FULL refund. I paid $104 total, to Innovate Services. I will not accept a dollar less, for any reason like "processing charge." This payment was made in full and the service was not rendered, at all. Transaction details have been attached to this complaint as a png image.

  Business response

  10/11/2023

  Hello,

   

  The Applicant was trying to process a Visa in a foreign country. The type of transaction the applicant wanted cannot be issued via email, as it requires a Visa Stamp. The Embassy was correct in only a Visa on Arrival that is approved, will have an email provided.

  While Innovate1 Services is willing to refund the Applicant, we are not by any means required to due to the lack of Due Diligence. The refund may take 4-6 weeks to process and show in the account.

   

  Regards

  Theresa M******

  Innovate1 Services

  Customer response

  10/11/2023

  
  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

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 5, 2023, I purchased an application with Innovate1Pay Ltd to obtain a ******** visa for my wife. I was asked to choose a mission location before knowing what appointments were available. After completing and paying for the application, I found that there were no appointment times available at the chosen mission before we were scheduled to travel. When I called, I was told that the staff at the office could change the mission on the application when we arrived. No mention was made at that time of a 15 day refund policy. When we arrived at the *** **** office, the staff informed us that they could not change my wife’s original application and that we would need to complete and pay for a new application. Not only was a 15 day refund policy again not mentioned, but they assured me that we would have no problem getting a refund for the first application. While completing the online form for a refund, I found for the first time a written 15 day refund policy. I believe the company to be at fault for not providing a refund policy until I was actually applying for the refund. We have received the visa due to the second application, but have been unable to obtain a refund for the first application.

*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. ↩