ComplaintsforGlobal Traveler

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We ******D *** Global Entry Renewal and found this website at the top of the list on ****** Results: *****************************, We thought that we were renewing our Global Entry Pass on an official USG site as it directed us to the *** website to fill out the appropriate form with our Passport and Global Entry Card information. We only learned after we received our credit card statement that this was a private company based in *******, ******* and that our charge card also had foreign transaction fees associated with it as the card was ran in ******. Since this happened, we have submitted a dispute to our credit card company and also contacted ***************************** to request a refund. This is a SCAM, and sadly we were duped. We have since been receiving scam text messages from a phone located in ******. We have since learned that our *** Global Entry Renewal should have only cost $100.This complaint also includes my wife's fee (****** *. *****)08/27 08/27 US *GLOBAL ENTRY CAMPINAS BRA ******** BRAZILIAN REAL Subject to Foreign Fee $280.95 08/27 08/27 US *GLOBAL ENTRY CAMPINAS BRA ******** BRAZILIAN REAL Subject to Foreign Fee $280.95 Global Traveler Customer ***************************************************** ************** **************************************************************************************************************

  Business response

  10/02/2024

  Dear ****,

  Thank you for contacting us and we understand your concern. Please note that Global Traveler is a private consulting firm that specializes in assisting our clients with the application and renewal process for programs such as Global Entry and TSA Precheck. We provide full support services, guiding our clients through the entire process and offering assistance with forms and requirements, which can be especially helpful for those who want a more streamlined experience. Full information about our private consulting services, and the associated costs, are fully described on our website.
  
  After reviewing your applications, we reviewed both yours and that of your wife, ****** *. *****. In her case, we were able to process a full refund since her application was still within the cancellation period and no government fees had been paid.
  
  As for your request, we can confirm that your renewal was completed successfully and that the government fee has been paid. Therefore, we are able to offer a partial refund for our consulting services as a way to resolve the situation fairly.
  
  If you need more information or have any other questions, please contact us at **********************************************************************.

  Best Regards,
  Global Traveler Customer Service.
  **************************************************************************
  **************
  ******************************************************************************************************

   

  Customer response

  10/02/2024

   
  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.  However, we are still waiting to see the CREDIT (refund) applied to our Credit Card.   Our ******************* (**********) has been notified and is also monitoring this situation.  Thank you for your assistance with this matter.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 27, I attempted to renew Global Entry for myself and my son and apply for new entries for my younger son and daughter. I found a website that appeared to be an official Global Entry application page. It stated an application fee of $280 (see attachment). I completed four applications, paying a total of $1,120. On September 6, I received two renewed cards and was instructed to activate them online. The activation page disclosed that the actual Global Entry fee is $100. It became clear that I had been scammed by a third-party service, not affiliated with the **** government.I discovered many others have faced similar issues with this company. The site had hidden fees of $180 per application, which were not listed out as a line item during checkout. The payment was processed by a credit card processor in ******. The payment confirmation misleadingly promised that "Our team of specialists will already start reviewing your process, so that we can register you in the program," implying they were THE GLOBAL ENTRY. Upon realizing the scam, I requested a partial refund for the $180 hidden fees. The company initially refused to cancel the order or provide a refund. After filing a bank dispute, they agreed to refund the service fee but later retracted this offer. They agreed to do partial refunds on 2 out of the 4 applications. I am pursuing the remaining refund through my bank.I am filing this with the BBB to report this misleading business practice. Of course, this company is going to reply by saying they have clarified their business practice on a page that was never presented to me before I check out. They will also say they provide extra service. But as a consumer, I am capable apply this myself. Even I knew they can provide me with extra services, I would not spend excessively $180 on their service fee. The company's practice is not ethical. I do not trust them on collecting people's confidential information for immigration purpose.

  Business response

  09/11/2024

  Dear ****** *******,
  
  Thank you for contacting us and we are sorry for your dissatisfaction with the process. As agreed by email, we partially refund the 4 applications, including all necessary access. You received a 100% refund for our portion of the service and also the $100 government fee you paid. It is worth mentioning that 2 of your applications have already been approved and are ready for use, that is, even with the full service being provided, we prefer to reimburse you to resolve the situation satisfactorily.
  
  Furthermore, we would like to reinforce that all information about our role as a consultancy company is explicitly detailed on our website at the time of hiring, including the fees involved. For more information, you can visit: *********************************************************************.
  
  We are available for any other questions.

  Best Regards,

  Global Traveler
  **************************************************************************
  **************
   **************************************************************************************************

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept. 4, 2024 I thought I was on the government site for Global Entry but was entering personal information like DOB and SS# in the Global Traveler web site. Global Traveler is deceiving clients that it is the government site, Global Entry. They also charge $179.84 more than the government site Global Entry. I want to be reimbursed the $279.84 AND make sure that Global Traveler gives me the confidence that that the highly sensitive data I inputted is secure and will not be shared with anyone.I tried calling Global Traveler several times and they keep disconnecting. So I don't know if anyone ever received a completion of the service and global entry certification.

  Business response

  09/09/2024

  Dear *************************,
  
  Thank you for reaching out and we apologize for any confusion. To clarify, Global Traveler offers support services to assist customers in applying for ********************** Entry, and does not present itself as the official government website, all of this information can be verified through our website at the time of contracting globalfasttrackus.com/global/. The amount paid of $279.84 includes both government taxes and the support service provided during the process.
  
  I would like to inform you that your application has been conditionally approved. Now, the only step remaining to complete the process is the interview required to obtain your Global Entry. A support team will assist you in scheduling this step, please contact us by email to finalize your appointment. ********************************************* or *****************************************.
  
  Regarding the personal information provided, we would like to reinforce that we use this data strictly to process your Global Entry, as contracted. We follow a privacy policy and ensure that your information is protected and not shared for other purposes.
  
  We are at your disposal for any questions or additional support.
  
  Please see the attachment where your application is in its final stages for completion.
  
  Best Regards,
  Global Traveler
  *********************************************
  **************
  ******************************************************************************************************
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I wanted to renew my Global Entry status as Im traveling soon and went to what I thought was the US gov state **** website. I was dealing with a sick family member and multi tasking but I had gone this before so was on autopilot. I provided detailed personal including passport/Drivers license/employment/address details and then it was time for payment. I used my usual credit card but the card declined. I then used another credit card and it also got declined. My credit card company had sent me a text asking me whether this was a legitimate charge and I said yes as I thought it was the US state **** website. This time it went through and I immediately received an official looking missive saying that my application was received. It also said that if this was done in error, a full refund would be made. I then realized it wasnt an official govt website and i immediately both texted and emailed them to cancel it and refund my money. This is the response i received: ?We are sorry to hear that you want to cancel your order. Unfortunately, the status in which your application is located no longer has the possibility of cancellation or refund. Your application has been processed.If any other doubt should arise or support may be needed feel free to contact us again. We will gladly try to resolve any issue you have.Thank you. Global Traveler. I then tried calling them several times and they had disconnected their phone number. I called them later in the evening and got a recorded message. They also said on the website that the cost was $280 and billed my credit card $283.84. The level of scamming is mind boggling.

  Business response

  09/05/2024

  Dear Ms. ******************** you for contacting us and providing us with details about your experience. We regret to hear that there was a misunderstanding regarding our services and the *************** website.
  
  We would like to clarify that we are a consulting firm that specializes in assisting with travel applications, including the Global Entry program. Full information about our services and fees is available on our website, including an explanation that we charge a service fee in addition to the government fee.
  
  To resolve this situation and minimize any inconvenience, we have decided to offer a partial refund of $183. The only non-refundable fee is the $100 fee, which has already been paid directly to the *************** to process your application. The good news is that your application is in process and this fee has already been paid, so you will not lose any of your application funds.
  
  In addition, we will provide you with all the necessary access and information so that you can continue to track the progress of your application without using our consulting services.
  
  We hope that this resolution is satisfactory and we apologize for any confusion or inconvenience caused. If you have any further questions or require further assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  Global Traveler
  **************************************************************************
  **************
  ****************************************************************************************************

  Customer response

  09/07/2024

   
  Complaint: 22222325
  
  I am rejecting this response because:

  You have charged me in Brazilian Reals and my credit card has been billed $283.84 (not $280) - I expect *every cent* that you charged me  in excess of the $100 to be refunded to me. You will also be hearing from my credit card company.

  Also, why have you only refunded this now *after* I filed complaints with the BBB, relevant authorities, and my credit card company? You could have refunded this as soon as I figured out that you were a company masquerading as an official government agency, when I requested that you cancel the transaction minutes after I hit the button. When I immediately texted and emailed and tried to call you, you said that you could not give me a refund. Funny how you can refund me my money now?
  Is that because I (and so many others) reported you to the BBB and to our credit card companies?
  
  You are so unethical on all fronts and have built your entire business model on tricking unsuspecting customers who see you as the first listing on Goggle - you pretend to be a "travel services" company but you keep people on the phone on a fake recorded line and then you hang up on them. If you were a genuine travel company that was not out to scam people, you would actually have customer service representatives who answered the phones or responded to the texts.
  
  You also have all my personal information - What are you doing with that? I imagine that you take all our information and sell it on the dark web. 
  
  Truly shady unethical behavior all around. If you were truly a travel service provider you would actually have a customer service **** and not write to customers and ask them to "not contact their banks. Also, you don't have a customer service ****. I have called your "customer service number" ************ numerous times only to be put on hold for several minutes and then the system hangs up. Some travel service company you are that you avoid your customers at all times! I want every cent in excess of $100 refunded and I want it in writing that you have responsibly disposed of all my personal data. 
  

  Business response

  09/23/2024

  Dear *******
  
  Thank you for your message regarding your complaint. I would like to address your concerns directly.
  
  We have processed a partial refund of $180, which covers our service fee. The remaining amount is related to the government fee required for your application. Any additional charges you see may be due to international transaction fees from your bank, which we do not collect.
  
  We take customer service very seriously and apologize for any difficulties you may have had in contacting us. Our goal is to provide effective support to our customers.
  
  Please be assured that your personal information is treated with the utmost care and security, and . If you have any further questions or require further assistance, please do not hesitate to contact us directly.
  
  Thank you for your understanding.

   

  Best Regards,

  Global Traveler Customer Service.

  Customer response

  09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I still feel that what this company is doing is highly unethical, they have processed a partial refund and I dont have the time to deal with this any more. I would recommend that they have a customer service number that actually works and is not there just for show. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is listed on my credit card statement as IPAG PAGAMENTOS DIGITAIS.However, when I was searching online for Global Entry this company under Global Traveler came up offering to provide assistance for a fee.I did pay this fee with the understanding that they would provide this service. I filled out their application, but all they did was to keep asking me to provide the information again and again. Further, they referenced a TSA application and I told them if this is what they were offering I did not need help because I am already enrolled with TSA. This started on May *******. Then via email and text I requested they cancel my application and refund my fee, with no response.I just want a refund.

  Business response

  08/12/2024

  Dear ***********************,
  
  Thank you for contacting us and bringing this situation to our attention. We understand your concerns regarding your refund and would like to clarify a few important points.
  
  First, we would like to clarify that we are a consulting firm that specializes in assisting with travel applications, including programs such as Global Entry and TSA Precheck. Full information about our services and fees is available on our website, including an explanation that we charge a service fee in addition to the government fee.
  
  Regarding your refund request, we have reviewed our records and unfortunately have not found any previous emails regarding this request. It is possible that there was a problem sending or receiving these messages, which may have prevented us from receiving your communication. Also, please note that we have sent multiple requests for information necessary to proceed with your application, but have not received a response. This may have contributed to the delay in completing your application.
  
  We understand that you have requested a refund and, as per our refund policy, we are willing to process it. However, we have noticed that a chargeback has been filed with your bank. This chargeback causes the transaction amount to be held until the bank has completed a final review, which prevents us from issuing a refund directly. In this case, we will need to wait for this process to be completed before we can proceed with any further action.
  
  We hope this explanation helps clarify the situation. We are available for any questions or additional assistance. If you require any further information or if there is anything else we can do to help, please do not hesitate to contact us.
  
  Sincerely,
  
  Global Traveler
  *********************************************
  **************
  ******************************************************************************************************

  Customer response

  08/12/2024

  American Express has closed out the chargeback and recharged my card.

  So, I request that you proceed with the refund. 
  

  Thank you,

  ****

   

   

  Customer response

  09/18/2024

  American Express has closed out the chargeback and recharged my card.

  So, I request that you proceed with the refund. 
  

  Thank you,

  ****

  Business response

  09/19/2024

  Dear ****,
  
  Thank you for your feedback. We have checked and due to time constraints we are unable to refund the amount directly to the issuing card.
  
  Can we make a transfer via ******? If so, please let us know your ****** address here or via email at **************************************************************************
  
  Once the money has been sent, we will make the transfer in accordance with our refund policy.
  
  If you require our support in the future, we will always be available to help you.
  
  Best Regards,
  Global Traveler

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday 8/5/2024 at 3:40am I wanted to renew my global entry card and thought that I was on the official government website. However, after submitting my sensitive personal information and paying $281.81, I received a text from this company which made me realize I was misled and I'm extremely concerned that not only this website has defrauded me out of $281.81, but they've also tricked me into submitting all my sensitive information to them not knowing who these people are and what other fraudulent ways they will use my information. I immediately emailed them and asked for a full refund, responded to their text and asked them to cancel and refund the money and did not receive any response. I also called their phone number listed on their website 10 times at 9:00am on 8/5/2024 and after a bogus recording telling me someone will be with me shortly, the call was dropped and disconnected every time with the same pattern. Considering it's not possible to reach out to anyone at this company, I would like a full refund and want to know who these people are and what they do with my sensitive personal information.

  Business response

  08/12/2024

  Dear ***********************************,
  
  Thank you for contacting us and providing us with details about your experience. We regret to hear that there was a misunderstanding regarding our services and the *************** website.
  
  We would like to clarify that we are a consulting firm that specializes in assisting with travel applications, including the Global Entry program. All information about our services and fees is available on our website, including the explanation that we charge a service fee in addition to the government fee.
  
  We would like to reiterate that all information provided by our clients is treated with complete security, in accordance with our strict privacy policy. We guarantee that all data is used exclusively for the registration of the contracted service, whether Global Entry or TSA Precheck. There has not been, and will never be, any leak of information by our company.
  
  In order to resolve this situation amicably, we are willing to offer a partial refund of $180. The only non-refundable fee is the $100 fee, which has already been paid directly to the *************** to process your application. The good news is that your Global Entry application is already in an advanced stage and has been conditionally approved, requiring only one interview to be completed, so you will not lose any of the funds related to your application.
  
  In addition, we will send you all the necessary access and information so that you can continue to track the progress of your application without using our consulting services.
  
  We hope that this resolution is satisfactory and we apologize for any confusion or inconvenience caused. If you have any further questions or require further assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  Global Traveler
  *********************************************
  **************
  ****************************************************************************************************

  Customer response

  08/20/2024

   
  Complaint: 22094365
  
  I am rejecting this response because: 

  I have reviewed the complaints from many other people who were also scammed by Global Traveler fraudulent websiteIts all the same, this site is a scam and they dont provide any actual services.  The people who own this website are running a scam operation so they can obtain peoples sensitive information along with charging a $280 fee. 
  

  The extremely sensitive information required to apply for a Global Entry card can only be submitted to a *************** website, and not to a fraudulent website operating from ****** that is tricking people into thinking they are on a U.S government website. 
  

  These scammers must refund my full $281.87, and also explain what they do with peoples most sensitive information. Ultimately, they need to be shut down so they dont continue to harm innocent people who are only looking to submit an application on a legitimate government website.

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

  Business response

  08/29/2024

  Dear *******
  
  We understand your concerns and would like to reiterate that we have no intention of misleading our customers. Our website clearly states that we are not a government website and we offer our services as a consultancy to assist with applications such as Global Entry, see more: globalfasttrackus.com/global/.
  
  Regarding your refund request, we would like to inform you that we have already processed a refund of US$180, and you still have full access to your application, which has been conditionally approved. Now, only the interview remains for the final completion of the process. Therefore, you will not suffer any loss, as the remaining US$100 has been used to pay the government fee for your application.
  
  Our goal is to make the process easier for our customers and we always act transparently.
  
  We are at your disposal for any further questions.
  
  Best regards,
  Global Traveler

• Initial Complaint

  08/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sunday July 28, 2024 Id# ********* I was trying to get Global Entry status and this website came up. They overcharged me and they are not following through with getting me an appointment. I had no idea that this was a third party. I am very concerned that I gave them all my information. I have tried to contact them but the phone just rings and rings and then hangs up.

  Business response

  08/12/2024

  Dear *********************,
  
  Thank you for reaching out to us and providing details about your experience. We regret to hear that there was a misunderstanding regarding our services and the *************** website.
  
  We would like to clarify that we are a consultancy company specializing in assistance with travel applications, including the Global Entry program. All information about our services and fees is available on our website, including the explanation that we charge a service fee in addition to the government fee.
  
  As requested over the phone, we have already issued a partial refund of $180, which you agreed to. The only non-refundable fee is the $100 fee that was paid directly to the *************** to process your application. The good news is that your application is in progress, and this fee has already been paid, so you will not lose the value of your application.
  
  Additionally, we will provide you with all the necessary access and information so that you can continue to track the progress of your application without using our consultancy services.
  
  We hope this resolution is satisfactory, and we apologize for any confusion or inconvenience caused. If you have any further questions or need additional assistance, please do not hesitate to contact us.
  
  Sincerely, Global Traveler
  *********************************************
  **************
  ******************************************************************************************************

• Initial Complaint

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Global Traveler posed as a government agency but simply used my data to apply for global entry on my behalf. It appeared that I was on a government website but it was misleading. Ive asked for a refund minus the Global Entry cost. I have also requested my and my wifes login credentials so that I may have access to our accounts and continue this process on my own. I have seen from the BBB website that others have encountered this issue as well and received refunds. Global Traveler is a scam.

  Business response

  08/07/2024

  Dear ***************************, Thank you for reaching out and providing us with details about your experience. We are sorry to hear that there was a misunderstanding regarding our services and the US government website.
  
  We would like to clarify that we are a consulting firm that specializes in assisting with travel applications, including the Global Entry program. All information about our services and fees is clearly available on our website, including the explanation that we charge a service fee in addition to the government fee. We would like to emphasize that our consulting fee is clearly stated on several pages of our website to avoid any confusion.
  
  To resolve this situation and minimize any inconvenience, we have decided to offer a partial refund of $180, once the client accepts the proposal via email. The only non-refundable fee is the $100 fee, which has already been paid directly to the US government to process your application. The refund has already been made via ****** and all access and proof of payment has been sent via email.
  
  Please see attached all documentation/proof of the above.
  
  We understand the frustration this situation may have caused and apologize for any confusion. Our goal is to provide the best possible service to our customers, and we are always interested in answering any questions you may have.
  
  If you require further assistance or have any further questions, please do not hesitate to contact us.
  
  Sincerely,
  Global Traveler
  *********************************************
  **************
  ******************************************************************************************************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  FAKE WEBSITE- FAKE COMPANY- THis company is NOT global entry- I was deceived online by the appearance of being a GLOBAL ENTRY US website. I was charged ****** BRAZILIAN dollars!!!which flagged my card. another card went through I DEMAND A REFUND. THIS IS FAKE COMPANY BBB please do something about the ongoing scam

  Business response

  07/23/2024

  Dear *********************,
  
  Thank you for contacting us and providing us with details about your experience. We are sorry to hear that there has been a misunderstanding regarding our services and the US government website.
  
  We would like to clarify that we are a consultancy company specializing in assisting with travel applications, including the Global Entry program. All information about our services and fees is available on our website, including the explanation that we charge a service fee in addition to the government fee.
  
  To resolve this situation and minimize any inconvenience, we have decided to offer a partial refund of $180. The only non-refundable fee is the $100 fee, which has already been paid directly to the US government to process your application. The good news is that your application is in progress and this fee has already been paid, so you will not lose the amount related to your application.
  
  In addition, we will send you all the necessary access and information so that you can continue to monitor the progress of your request without using our consultancy services.
  
  
  
  We hope this resolution is satisfactory and apologize for any confusion or inconvenience caused. If you have any further questions or require further assistance, please do not hesitate to contact us.
  
  Yours sincerely,
  
  Global Traveler
  *********************************************
  **************
   ******************************************************************************************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I thought I was applying for global entry renewal...they took ****** from me for the bogus global entry application renewal...there phone number disconnects. I see that many people have been scammed by this company...I want a full refund back to my credit card.

  Business response

  07/23/2024

  Dear *************************,
  
  Thank you for contacting us and providing us with details about your experience. We are sorry to hear that there has been a misunderstanding regarding our services and the US government website.
  
  We would like to clarify that we are a consultancy company specializing in assisting with travel applications, including the Global Entry program. All information about our services and fees is clearly available on our website, including the explanation that we charge a service fee in addition to the government fee. We would like to emphasize that our consultancy fee is clearly stated on several pages of our website to avoid any confusion. Please see on our website how much we highlight all this information and when hiring it is clear, we do not have and have never had any intention of. Our website: *********************************************************************
  
  Regarding your refund request, unfortunately we are unable to process it, as your application has already been fully processed and successfully approved, using our consultancy services as contracted. It is important to highlight that your Global Entry request has been approved, and all necessary information has already been sent by email. Also remembering that all fees have already been paid and as it is approved, it is ready to use as contracted.
  
  Please see all documentation/proof of the above attached.
  
  We understand the frustration this situation *** have caused and we apologize for any confusion. Our aim is to provide the best possible service to our customers, and we are always happy to answer any questions that *** arise.
  
  If you require further assistance or have further questions, please do not hesitate to contact us.
  
  Yours sincerely,
  Global Traveler
  *********************************************
  **************
   ******************************************************************************************************

*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. ↩