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:03/08/2025

  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 searched up global entry and this website was the first one that popped up in ******. Clicked it, thinking it was the official site. I input all of my info and then paid what seemed like a very high cost at the end. It appeared as if I was on the legit website for global entry. I clicked submit and immediately realized that I had unknowingly used a third party website and was charged an exorbitant fee on top of the global entry fee. The email Confirmation that they sent has a link that doesnt work and the phone number I researched does not work either. I am terrified that the company will steal my info or sell it. I cant believe I fell for this. I sent a reply asking to cancel the entire transaction and refund my money within minutes of submitting on their site. I simply did not realize this was a third party site because the presentation of the site is very misleading. I would like my transaction cancelled and my money refunded and a guarantee that my info is not being sold or misused.

  Business Response

  Date: 03/22/2025

  Dear Danielle *****
  
  We recently became aware of the BBB complaint you submitted regarding your Global Entry application experience. However, after reviewing the details, we can confirm that your application was not processed through our company. The order number you provided does not match any records in our system, and the procedure you described does not align with our application process.
  
  Our company operates under Global Traveler, and our websites are ************************************************. It appears you may have applied through a different third-party service. We recommend checking your confirmation email for the exact company details and reaching out to them directly for resolution.
  
  If you need any guidance on how to properly apply for Global Entry or verify official government application sites, were happy to assist. Please let us know how we can help.

  Best Regards,

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

• Initial Complaint

  Date:03/05/2025

  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.

  The company website ************************ appears to be the US Government Customs and Border Protection Global Entry application website. It appears in web searches as the top link. They collected detailed personal information from me including my address, driver's license number and expiration date, my employment history, my birthplace and birth date, my phone number, and the numbers of several of my credit cards (I have canceled those cards). Not only am I concerned about the money I paid them (via a debit card), I am very concerned about the personal information I gave them. They have texted me asking for even more personal information including my passport details. They show an email of **********************************************

  Business Response

  Date: 03/22/2025

  Dear ***** ********, 
  
  We confirm that your Global Entry application with our consulting service has been canceled as requested.
  
  Just to clarify, we are a third-party consultancy that assists applicants with their Global Entry process, but we are not affiliated with the *************** or Customs and Border Protection (CBP). Our service is focused on guiding applicants through the process to ensure accuracy and ease of completion.
  
  Regarding your personal information, we want to reassure you that it was collected solely for the purpose of processing your application as requested. We do not store, share, or sell any customer data. Once a refund is processed, all personal information is permanently deleted from our system.

  
  If you have any further questions, feel free to reach out.
  
  Best Regards,

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

   

  Business Response

  Date: 03/22/2025

  Dear ***** ********, 
  
  We confirm that your Global Entry application with our consulting service has been canceled as requested.
  
  Just to clarify, we are a third-party consultancy that assists applicants with their Global Entry process, but we are not affiliated with the *************** or Customs and Border Protection (CBP). Our service is focused on guiding applicants through the process to ensure accuracy and ease of completion.
  
  Regarding your personal information, we want to reassure you that it was collected solely for the purpose of processing your application as requested. We do not store, share, or sell any customer data. Once a refund is processed, all personal information is permanently deleted from our system.

  
  If you have any further questions, feel free to reach out.
  
  Best Regards,

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

   

• Initial Complaint

  Date:02/18/2025

  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.

  2/12/2025 Submitted payment of ****** for global entry application. I dont know if this company is legit or if the appointment with *** is legit. Thry also have all of my passport information now as well

  Business Response

  Date: 02/27/2025

  Dear ********* ****,
  
  We would like to clarify some points about your Global Entry application and the fees paid.
  
  We are a private company that provides specialized support in the registration and monitoring of the Global Entry program, but we have no ties to the **************** Our service includes assistance in filling out the application, monitoring the status of the application, and support until the completion of the process.
  
  Regarding the fees, the total charged was $300, which includes:
  
  ? Government fee of $120 this amount is charged by U.S. Customs and Border Protection (CBP) to process your application.
  ? Consulting fee of $180 for our support services to ensure that your application is completed correctly and monitored until completion.
  
  Your application has currently been conditionally approved, which means that *** has reviewed your information and authorized the last step of the process: the in-person interview. This interview is mandatory and conducted exclusively by *** to finalize your membership in the program.
  
  As per below, you stated that you would like a refund. Would you like to cancel our services? Unfortunately, after you cancel, we will not proceed with the consultation, but we will send you full access to your application so that you can proceed on your own.
  
  The refundable amount will be $180, which is our consultation fee; the only non-refundable amount is the $120 fee that Global Entry charges for the application.
  
  How do you want to proceed?
  
  If you need more information or have any questions, we are available to help!
  
  Sincerely,
  
  Global Traveler
  **************************************************************************
  **************
  ******************************************************************************************************

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22951293
   I am rejecting this response because:

  I would accept the refund of $180 for the consultation fee.

  I have never received any assistance that you purport is part of the consultation services. I have tried on multiple occasions - at least a dozen- to get assistance from the customer service telephone support. Each time the call drops before I am assisted and I am always "next in line".. As well, I have not received a response to my email requesting assitance.  So as it stands now I supposedly have an appt at ********************** which I am not able to confirm. And then supposedly my application fee has been processed- again I am not able to confirm.

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

  Customer Answer

  Date: 03/18/2025

  I have requested a refund for their consultation fees as they offered- I have never been able to contact anyone there. How /who enforces their actions and ensures they follow though and provide a refund?

  thanks

  Lisa 

  Business Response

  Date: 03/22/2025

  Dear ********* ****,
  
  The partial refund of $180 for the consultation fee has been processed, and we have attached the receipt for your reference.
  
  All access details and confirmation of your application were sent to your personal email. If you have not received them, please check your spam folder or contact us at ********************************************** and we will be happy to resend the information.
  
  Global Traveler is a consulting company specializing in assisting with applications for government travel programs such as TSA PreCheck and Global Entry. Our service includes guidance in completing forms, verifying information, and support for scheduling interviews. However, we do not have direct control over government decisions or the operations of official service centers.
  
  If you need any further assistance, please let us know.

  Best Regards,

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

   

  
  

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22951293
  
  I am rejecting this response because:  
  
  Sincerely,I have requested a refund for their consultation fees as they offered- I have never been able to contact anyone there. How /who enforces their actions and ensures they follow though and provide a refund?
  
  thanks
  
  Lisa 
  
  ********* ****

  Customer Answer

  Date: 03/31/2025

  Good Morning

  I have yet to receive my refund check that they said was issued March *******. As well there is no application for Global entry per the US customs web site. This is a total sham operation. 

  Please advise next steps

  ****

   

  Customer Answer

  Date: 04/01/2025

  They did reimburse my credit card for their consultation fees. They have been more responsive via email but the services rendered for sure are not worth the cost.

  thank you

  ****

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair 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.

  This appeared to be a global entry renewal site. It charged ****** verses the ****** that is charged for renewal. I have tried to contact the site by phone several times, it put you in a que and then hangs up on you. This is a scam site and impossible to get ahold of to get your money refunded.

  Business Response

  Date: 01/21/2025

  Dear ******* ******,
  
  Thank you for contacting us 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. Please see our website directly: **************************************************************************************************
  
  In order to resolve this situation and minimize any inconvenience, as Global Traveler values its customers and in no way wants to cause any financial harm or distress, we have decided to issue a partial refund of $180. The only non-refundable fee is the $120 fee, which has already been paid directly to the US government to process your application. It is important to note that your Global Entry application has been approved and all necessary information has been forwarded to you via email.
  
  Please see attached 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 happy to answer 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
  **************************************************************************
  **************
  ******************************************************************************************************

  Customer Answer

  Date: 01/21/2025

   
  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:01/03/2025

  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.

  On 12/22/2024 I went to this site that posed as the 'Global Entry Renewal Official Site'. Upon applying for my wife and my renewals of our Global Entry accounts we were charged $612.32 to file both applications. When my bank showed the payment, I immediately realized the amount was grossly incorrect as the amount should have been $240.00 for both applications. and I was being scammed. I immediately contacted my bank to dispute the charges. Today, 12/23/2024, I emailed the Global Traveler email address to cancel the applications. Their response was that the applications will not be cancelled because they are in 'Pending Review' status which is non-refundable by the government. Unfortunately due to this, a full refund is not possible. I tried to call the phone # provided which did not ring, or when it did, it disconnected immediately. I am requesting that I immediately receive a refund of $372.32 which is the difference between the government charge of $240.00 and the Global Traveler charge of $612.32. In conclusion, THIS IS NOT AN OFFICIAL SITE !!!!!

  Business Response

  Date: 01/06/2025

  Dear Blake ****
  
  Thank you for reaching out to us and we understand your concern. We would like to clarify the points you have made and explain the current status of your application.
  
  Our website, *****************************, is a private company that provides support for applications and renewals for trusted traveler programs such as Global Entry. This information is available in our Terms and Conditions, which you accept prior to checkout.
  
  Regarding Charges:
  
  The total amount of $612.32 is the government fee for two renewals ($240.00 total) and our support fee, which covers the specialized service provided to facilitate the process.
  
  As previously stated, we are willing to offer a partial refund in accordance with our refund policy.
  
  However, we have noticed that you have initiated a chargeback with your bank. When this occurs, the full amount of the transaction is held pending review, and we are unable to directly refund you until the bank resolves the issue.
  
  We recommend that you wait for the outcome of the dispute process with the bank. We also recommend that you clarify with the bank that you have reached an agreement and that as soon as this is confirmed, we will make the partial refund as agreed.
  
  We are at your disposal if you have any questions.
  
  Best Regards,
  Global Traveler
  **************************************************************************
  **************
   ******************************************************************************************************

  Customer Answer

  Date: 01/10/2025

   
  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:12/17/2024

  Type:Delivery 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 wanted to renew ******* wife's Global Entry. I searched for this and the first website that came up was, ***************************** and looked official. The .us. also made it seem official. It was not clear that this was a private company that charged a fee to submit applications to the government. After I completed the application, the last thing that popped up was the fee, $300. I thought this was high, but had just spent time and went ahead and paid it.The next morning, I did a search and found that the company is suspicious. The US Customs and Border Protection fee for renewal is $125 and I was charged $300. I would like to get $175x2 - $350 refunded.

• Initial Complaint

  Date:12/10/2024

  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.

  October 8th....The website looks and feels like the US Global entry site so I was tricked into paying a higher amount for my Global Entry charge. I was also charged a foreign transaction fee on Nov 4th. This is what trigger my suspicion as it was long after the original charge. The charged $300 plus the transaction fee of around $9 and likely took my personal information in the process When I tried to call the *************** after the issue, no one answered the phone.They even sent me a survey after the fact to make their service look legitimate. After research on line I found that this company has scanned people in many ways.

  Business Response

  Date: 12/20/2024

  Dear **** ******,
  
  Thank you for sharing your experience and we apologize for any confusion or concerns that may have arisen during the process. We would like to clarify a few points about our services and the fees mentioned.
  
  We are a consulting team that specializes in assisting clients with applications for programs such as Global Entry, TSA Precheck and similar programs. Our website clearly states our nature as a support provider, and this is explicitly stated in our terms and conditions, please check directly on our website: *********************************************************************
  
  Regarding the fee mentioned, our services include our consulting fee ($180) and the official program application fee ($120). The foreign transaction fee of $9 was applied by your credit card company, something that we do not control, but that may occur due to the location of the payment processor.
  
  We confirm that your application has been correctly submitted and has already been approved by the Global Entry program. The contracted service is ready to use, and you can start enjoying the benefits immediately.
  
  Regarding the difficulties reported in contacting us by phone, we deeply apologize and are working to improve our customer service channels. If you have any further questions or need additional assistance, please contact us via email at **************************************************************************.
  
  Regarding the suspicions mentioned, we would like to point out that we send a satisfaction survey as part of our commitment to improving the services provided, which is a common practice in companies that value customer experience.
  
  If you decide not to continue using our services, we offer a partial refund of our $180 fee, provided that the chargeback initiated is finalized. This is a necessary procedure, since the funds are blocked until the responsible bank completes its analysis.
  
  We are available to answer any questions or provide further clarification.
  
  Sincerely,
  
  Global Traveler
  **************************************************************************
  **************
  **************************************************************************************************

• Initial Complaint

  Date:12/09/2024

  Type:Delivery 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.

  The website is misleading and deceptive. I thought I was enrolling my family in Global Entry for international travel. The site looks official, yet after paying, I received a message to schedule an appointment and the phone number is invalid (rings as if disconnected, or it puts me into a voice tree that hangs up every time I get down to being the last caller ("you're next in line"). This has happened to me after calling FIVE TIMES! They sole my money and will not respond to emails either. They should be removed from the internet, or prosecuted for false business practices, or something...!!! I'm entering the order number for one of my sons, but I filled out an application for my entire family of 4 people!! Each payment was around $280 so I estimated the amount of $ below:

  Business Response

  Date: 12/20/2024

  Dear *** *****,
  
  Thank you for sharing your experience and we apologize for any frustration you may have experienced during the process. We would like to clarify some important points about our services and provide an update on the case you mentioned.
  
  We are a consulting team that specializes in assisting clients with applications for programs such as Global Entry, TSA Precheck, and similar programs. This information is clearly indicated on our website, including in the terms and conditions accepted during the application process. We recommend that you check our website again to confirm this information, via the **** *********************************************************************
  
  We have reviewed the applications associated with the application number provided and confirmed that all of them were successfully submitted to the Global Entry program. Please note that the amounts paid include our service fee ($180) and the official program application fee ($120), the latter being a non-refundable fee as per the program's own policy.
  
  Regarding the email contact, we have checked our system and found no record of any messages sent by you regarding the 4 applications made for Global Entry. To ensure receipt, please re-send your message to ********************************************** Please also check your spam or junk mail folder in case our response did not arrive directly in your inbox.
  
  As for your refund request, please note that if there was no chargeback in progress, we could have proceeded with a partial refund of our $180 application fee as mentioned. However, in order for us to proceed, the chargeback process must be completed. This is our alternative option if you do not wish to continue with our services.
  
  We apologize for the difficulties you have reported in reaching us by phone and are currently reviewing our system to resolve any issues that may have impacted your experience.
  
  If you require further information or would like to discuss the status of your chargeback, please do not hesitate to contact us.
  
  Sincerely,
  
  Global Traveler
  **************************************************************************
  **************
  ******************************************************************************************************

• Initial Complaint

  Date:12/02/2024

  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.

  *************************** charged my credit card $302.76 on 10/16/24. I was applying for Global Entry. I never got a receipt for my purchase. I never didn't hear anything from them so I sent an email to customer service. They contacted my via text message, not email, stating they needed my state of residence. I texted back and told them. Then nothing. I reached out again and got another text stating it was now time to schedule my interview and that I would get an email. No email. Tried to call them, unable to get through. Placed on automated hold and then get disconnected. The charge on my card is to "Global Entry Campinas ******". I have reached out yet again to customer service and have not gotten any response. I would like to have this issue resolved. I would like a refund for my $302.76 that I paid them for a service that has not been provided.

  Business Response

  Date: 12/05/2024

  Dear *******,
  
  Thank you for reaching out and letting us know about your situation. We understand your concern and would like to clarify the status of your application.
  
  Your application is currently in progress and has been conditionally approved. The next step is to complete the in-person interview, which is mandatory to complete the application.
  
  We have recently sent you a link with all the airports available for scheduling your interview. Once we receive your choice of location and time, we will be able to continue providing the necessary support to finalize your application.
  
  We apologize for any inconvenience you may have experienced while trying to communicate with us. If you have any difficulties or questions regarding scheduling, please feel free to reply here or contact us directly at ***************************************** or ********************************************** We are here to help.
  
  Thank you for your patience and we look forward to hearing from you so we can continue to assist you.
  
  Best Regards,
  Global Traveler
  **************************************************************************
  **************
   ******************************************************************************************************

• Initial Complaint

  Date:11/22/2024

  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 thought i was entering an application into *** but it is a company that attempts to look like ***. I gave them private passport info and they sent me a charge diuble the tsa charge. I immediateky then realized my mistake and calked and emailed them to cancel my irder, order # *******. They have you wait in a line and then hang up on you - this is a fraudulent company.

  Customer Answer

  Date: 11/24/2024

  The provider emailed me back and said they would provide a refund, I am still waiting for that but will update this if/when they do

  Business Response

  Date: 12/06/2024

  Dear ******* *********,
  
  Thank you for reaching out to us and sharing the details of your experience. We sincerely apologize for the 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 programs such as Global Entry. All information about our services and fees is detailed on our website, including a disclaimer that we charge a service fee in addition to the government fee. However, we understand that there may be confusion in some cases.
  
  In order to resolve this situation as transparently as possible, we will process a full refund of $300, which includes both our consulting fee and the $120 fee paid directly to the ***************. The application will be canceled as per your request, and you will not incur any additional costs.
  
  In addition, we have taken steps to improve our support channels to prevent similar situations in the future. We apologize if you had any difficulty contacting us, and we are here to ensure that the entire refund process is completed smoothly, as per our refund policy.
  
  If you have any further questions or require further information, please do not hesitate to contact us.
  
  Sincerely,
  Global Traveler
  **************************************************************************
  **************
  ******************************************************************************************************