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:10/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was trying to renew my global entry card but was directed to fast track application page by mistake. I ended up paying them 170 dollars by mistake before realizing that this amount is just for assistance on top of the actual fee of $100. I emailed them multiple times on the same day I submitted the application but haven't received any response yet. They don't have any phone number provided on their website to call at. I feel like getting duped by fast track. PLEASE I NEED MY HARD-EARNED MONEY BACK ASAP AND REQUEST THEM TO BE FORTHCOMING ON THEIR WEBSITE ABOUT THEIR FEE AND POSTING A NOTICE/ALERT ON THIER APPLICATION FIRST PAGE THAT THEY ARE NOT THE GOVERNMENTAL TRUSTED WEBSITE 4

  Business Response

  Date: 10/28/2022

  Thank you for reaching out to us through the BBB portal.
   
  We are a B2B (business to business) service, where we support companies personnel and their families in the application process. We are very transparent on our website and we do not advertise as a Trusted Traveler Program. Our website will not allow a client to submit an application or be redirected to the payment portal until a client has confirmed that they had read, understood and agreed to our charges, T&Cs and refund policy. We do not accept applications and take payments until the clients read and agree to the T&Cs.
  Once the application is submitted to us for review and amendment, we wait for 24 hours to allow a client to request a refund. The application is then assigned to an agent for review and amendment.
  
  In your case you requested cancellation within 24 hours and we actioned your request immediately. Your application had not been submitted to the Trusted Traveler Program (TTP), therefore the funds from your card issuer had not been requested and the transaction has been voided in our system. This simply means that your credit card has never incurred any charges.
  
  If after ***** hours the transaction is still pending, then please contact your credit card provider directly.
  
  We have a Data Protection process in place and we can confirm that your data has been securely deleted.
  
  All this information has been emailed to you on the day you requested a cancellation. Since the expectation was met and cancellation was actioned in a very timely manner, we find this complaint unfair. However, we thought we would be in touch with you directly to reconfirm the cancellation.

• Initial Complaint

  Date:10/10/2022

  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 tried to apply for Global Entry - searched ****** and got directed to https://fasttrack-application.com/ . I was under the impression that they were fast tracking my Global Entry, and it seemed like a legitimate company. They requested all my information, ******************* Then credit card for payment. Once I received the confirmation of payment, it seemed fishy. I then did a reverse search to find out this is a scam. I asked for a refund (as the website promised) if you change your mind before they "submit" your information. No response. There is no phone number on their website. Now I am concerned about all my personal data that was just stolen and identity theft.

  Business Response

  Date: 10/28/2022

  Thank you for reaching out to us through the BBB portal. 
  We are a B2B (business to business) service, where we support companies personnel and their families in the application process. We are very transparent on our website and we do not advertise as a Trusted Traveler Program. Our website will not allow a client to submit an application or be redirected to the payment portal until a client has confirmed that they had read, understood and agreed to our charges, T&Cs and refund policy. We do not accept applications and take payments until the clients read and agree to the T&Cs.
  Once the application is submitted to us for review and amendment, we wait for 24 hours to allow a client to request a refund. The application is then assigned to an agent for review and amendment. 

  In your case you requested cancellation within 24 hours and we actioned your request immediately. Your application had not been submitted to the Trusted Traveler Program (TTP), therefore the funds from your card issuer had not been requested and the transaction has been voided in our system. This simply means that your credit card had never incurred any charges. 

  If after ***** hours the transaction is still pending, then please contact your credit card provider directly. 
  
  We have a Data Protection process in place and we can confirm that your data has been securely deleted.

  All this information has been emailed to you on the day you requested a cancellation. Since the expectation was met and cancellation was actioned in a very timely manner, we find this complaint unfair. We will be in touch with you directly to reconfirm the cancellation.

• Initial Complaint

  Date:09/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to sign up for Global Entry. I thought I was on the Global Entry site (uniersalenroll.*******) but some how I ended up on Fast Track Application. This all took place on September 12, 2022 at 9:04. They charged my Credit Card $169.99. What a rip off, it should only Cost $100. I have talked tho Global Entry and I want Fast Track to put that amount back on my Credit Card. My name is *********************** and my address is *********************************************************************************** Thank You

  Business Response

  Date: 09/23/2022

  Thank you for reaching out to us through the BBB portal. We are saddened that you have decided to leave a bad review for us despite the fact that we have immediately reached a positive resolution the day you have contacted us.

  Following communication between yourself and your agent, since your application had not yet been submitted to the Trusted Traveler Program (TTP), we refunded you in full as per our Refund Policy. We have requested the funds of $169.99 be credited back to your card issuer and the money should be back into your account by now.
  
  An automated refund transaction receipt has been issued from authorize.net to the email address provided at the time of securing our services. Therefore, you have proof that this has been actioned immediately. 
  
  Also, we have a Data Protection process in place and your data has been securely deleted.  

• Initial Complaint

  Date:09/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The name of the scam company is FastTrack Application. When you type into the search bar of the computer "renew my Global Entry" (which is a program of the ** Govt DHS and CBP) the first answer to the search Query that appears is FastTrack Application. This is because they pay ****** a lot of money to put their "Ad" before the legitimate answers to my inquiry, which would have been DHS.gov, CBP.gov etc. This is a scam website, it is not a Govt website (.gov), I was not careful and clicked on it thinking that it was legitimate. They steal your money, and I hope and pray that they don't also steal your identity, because I answered all of the application's personal questions, the same as an application for a passport almost. I only figured this out after finalizing the application and the fee to be paid to the ** Govt. was incorrect. The fee should be $100. The ************ charged me $169.99. I became suspicious and googled the situation and discovered that a multitude of victims have been scammed by this company FastTrack. They pose as a legitimate business but they are not, and they prey on elderly folks who are not aware of scams and who are not as computer savvy as some of the younger people. Even the name of the company is a scam, "FastTrack Application Global Entry" leads one to believe that they are at the correct website, because you see the "Global Entry" printed there clear as day. How many complaints does this company have with the BBB, How may complaints does it take to stop this unethical scam on people looking to do business with ***************** Government ? Not only that, but this company FastTrack is, by using the two words "Global Entry" in their DBA title, OBVIOUSLY impersonating a *************** which in my book is a Felony Criminal act. But not only that, They are Using the Internet to commit Fraud by Deception, which is also a Federal Felony. Why are you allowing this Felonious Fraud against the people and Govt. of ******* to continue.

  Business Response

  Date: 09/23/2022

  Thank you for submitting your feedback through BBB portal.

  Applying through us is not a mandatory requirement and customers undertake a calculated decision prior to submitting their applications with our company. We do not get many accidental applications as we have measures in place to prevent this. For ease of clients reference, when you enter our website, we explicitly list the fees and the T&Cs and our 3rd party status and this is on the home page itself.  Sections within our webpage refer to our 3rd party status and the associated fees. The application form has a Certification Disclaimer and this requires potential clients to read and confirm the statement and associated fees prior to submission. I am sorry that your experience was not a positive one and for any clients, who believe our service is not the right match for them, there is a link within our webpage to direct those who wish to apply directly with the *** to do so. 

  I'd like to assure you that customers who purchase our service do so because they are in a great need for our help and assistance and support via email to prepare all the necessary information in order to complete an application that is suitable. If you apply directly with incorrect and incomplete information the application is simply refused or even not accepted initially.

  Clearly in your case you made a mistake in applying through our website, for that reason we have decided to issue a goodwill refund of our fee back to your card issuer. 
  An automated refund transaction receipt has been issued from authorize.net to the email address provided at the time of securing our services.

  We wish you all the best but if in the meantime you have any questions or concerns, please by all means contact su here as we are happy to assist you. 

• Initial Complaint

  Date:09/03/2022

  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.

  When initially pulling up the application for global entry, its very misleading and they dont explain that they are a processing company and that the money youre spending is not actually going towards what youre applying for. Its set up very much to scam people out of money they dont need to spend. They also process the application so quickly that you cant get a refund from them. Its not until you get the email from the and get to the main website that you are informed of what they actually do. None of the information was given to me before submitting the application and paying. Only after, was I told that they only process the application which was not what I needed. I thought I was submitting and paying DHS directly for my global entry application. I did not want to or need to go through a 3rd party to do that. $169.99 for someone else to submit my information for me is ridiculous considering they set up the page to look like you are submitting directly to DHS. And only explain to you after you filled out an entire application in small print what they are actually doing. Its set up to scam people.

  Business Response

  Date: 09/23/2022

  Thank you for reaching out to us through the BBB portal. 
  We are a B2B (business to business) service, where we support companies personnel and their families in the application process. We are very transparent on our website and we do not advertise as a Trusted Traveler Program. Our website will not allow a client to submit an application or be redirected to the payment portal until a client has confirmed that they had read, understood and agreed to our charges, T&Cs and refund policy. We do not accept applications and take payments until the clients read and agree to the T&Cs.
  Once the application is submitted to us for review and amendment, we wait for 24 hours to allow a client to request a refund. The application is then assigned to an agent for review and amendment. 

  You have expressed dissatisfaction to us directly and we managed to reach a satisfactory resolution by refunding the fee for the transaction of our service, however we are saddened to see this negative feedback on BBB portal despite the satisfactory outcome.

  We have a Refund Policy in place which allows you to request to cancel that transaction within 24 hrs or request a refund if the application hasn't been submitted. In your case you have contacted us after the submission of your application. 

  Our service is in demand by so many people and we receive great positive reviews regularly. Therefore, it is a little unfair to call us ************ when we execute our promises as we say on our website. 

  All that being said, please contact us if you have any further concerns about your application as we are always happy to help. 

  We wish you all the best going forward!

  Customer Answer

  Date: 09/23/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to apply for the global entry program and I submitted my information and payment and I got charged for something that doesn't start the process for me to get global entry. I would like to cancel my application immediately.

  Business Response

  Date: 08/31/2022

  Thank you for reaching out to us through the BBB portal. 

  We are saddened that despite us cancelling your transaction and reaching a very satisfactory resolution in a timely manner you still submitted a complaint to the BBB. Not only we cancelled your application but we also cancelled your transaction before it went through the payment processor. This means that your credit card has never incurred a charge.
  
  In terms of Data Protection, we follow a strict Data Protection Protocol and client details have been securely deleted.

   

• Initial Complaint

  Date:08/26/2022

  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.

  On 08/21/2022, I completed an online application for a Global Entry card for use at airport security checkpoints to expedite getting through security faster. I provided all kinds of personal information including passport number, Driver's License#, etc. I provided credit card info and charged $169.99 for the application to be processed. I have never received any subsequent receipt for this via email but my credit card was charged the $169.99 to "FAST TRACK APPLICATION *********** CA". My credit card posted this transaction on 08/23/2022.Another separate charge that seems to be related also showed up on my credit card for $100 paid to "USCUSTOMS TRUSTEDTRAVE".Just seems extremely odd that I've received no confirmation or receipt for these charges or any indication that my application is being processed. Only now did I see that others have had the same experience so I wish to submit this complaint. I am seeking credit for these 2 charges ($100.00 and $169.99) made to my credit card.

• Initial Complaint

  Date:08/21/2022

  Type:Sales and Advertising 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.

  Re: Fast-Track Global Entry website's application. I finish** completing this with my personal information, including passport# and Driver's License#, then after realizing they were over charging and were possibly a SCAM, I X-** out of the application with all my information still there. I want them to verify that they delet** all of my information.

  Business Response

  Date: 08/31/2022

  Thank you for contacting us on BBB platform.
  We've sent you an email in which we kindly ask you to provide more details to help us trace your application:
  
  All necessary information is issued to you on the day of submission of your Global Entry application. If you are certain that you have applied through us, then you will be able to provide this information. 

  Looking forward to hearing from you shortly. 

  Customer Answer

  Date: 08/31/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  The business has responded to me today via email. They have verified that the application I filled out with my personal information was never received and thus my personal information was not compromised. They asked me to rescind the complaint to the BBB as a result of having resolved the issue. So, I am doing that upon receipt of this email. Thank you for your assistance in pursuing this matter.
  
  Regards,
  
  ***************
  
   

  
  

• Initial Complaint

  Date:08/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on the government website to apply for global entry and somehow ended up on www.globalentryprogram.com. I ended up paying $169.99 on top of the $100 for global entry. I have been waiting for almost a year for an update on my application just thinking it took a while to get an interview. I had my daughter take a look to try and figure out what was taking so long, and she noticed the confirmation email was weird. She also told me that it should have been only $100 in total through the government website. This is a complete scam. www.globalentryprogram.com is no longer working, nor is any of their contact emails or numbers. Now they have a new domain https://fasttrack-application.com/ with the same business address *******************************************************************************. They stole my money AND all my personal data. I had to end up closing the credit card I used for this payment because they were using it for other charges ($60-$80 charges at Chipotle three times a week...???). They should be shut down. I need a refund of all my money and I want all my data deleted from their system.

  Business Response

  Date: 08/31/2022

  Thank you for reaching out to us through the BBB portal. 
  We are a B2B (business to business) service, where we support companies personnel and their families in the application process. We are very transparent on our website and we do not advertise as a Trusted Traveler Program. Our website will not allow a client to submit an application or be redirected to the payment portal until a client has confirmed that they had read, understood and agreed to our charges, T&Cs and refund policy. We do not accept applications and take payments until the clients read and agree to the T&Cs.
  Once the application is submitted to us for review and amendment, we wait for 24 hours to allow a client to request a refund. The application is then assigned to an agent for review and amendment. 
  
  We can confirm that an agent was in direct communication with yourself throughout the process and all information has been sent out to you using your email address listed on the form during the submission of your Global Entry application.
  Our old domain has been updated and all customers have been notified about this change. We also provided our new designated customer service email address for all ********************** related enquiries. 
  
  We are saddened that you have not contacted us to request clarity on the status of your application and not allowed us to reach a resolution in a timely manner but instead submitted a complaint to the BBB. 
  
  In terms of Data Protection, we follow a strict Data Protection Protocol and your information is used solely for the purpose of processing your application and once an application is submitted, client details are securely deleted.

  I can assure you that we didn't charge your card for any other purchases as it would be against our ethos. 

  We will engage with you directly again to make sure that you are satisfied with the outcome. 

• Initial Complaint

  Date:08/13/2022

  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.

  Date of transaction: April 19, 2022 Amount paid: $169.99 What the business committed to: Fast tracking Global Entry application Nature of dispute: It has been months and there is no update on Global Entry application Whether or not business has tried to resolve the problem: No, they provided a screen shot showing CBP has not assigned a PASSID but checking CBP website there are no pending applications for me and I've paid both Global Entry Program and the **** I've requested a refund but no response yet. Account/order/tracking number: Just an email

  Business Response

  Date: 08/31/2022

  Thank you for contacting us directly and through BBB platform.

  We can confirm that an agent was in direct communication with yourself throughout the process and all information has been sent out to you using your email address listed on the form during the submission of your Global Entry application.We have received a response from you and once you requested a refund it has been issued immediately and notification has been sent out to your email address to confirm that. 

  We explained in great detail why your application is still Pending Review and your PASSID is still not assigned. This typically happens where you have had a Trusted Traveler Program previously, whether this was successfully completed or not. In addition to this, as we receive high volumes of applications the system will at times recognise details similar to yours which would also give the 'Not Yet Assigned' status.
  
  There is nothing more you can do at this time, however, your agent will be in touch as soon as there are further updates regarding your application. You won't be able to see your current application in your Dashboard because your PASSID needs to be linked first. We ask you to be patient and we assure you that we will be in touch with an update when your application status progresses.