Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
[redacted]
[redacted]
After several months of delay, I finally got my OCI card and I was asked to convey this message to you by Cox and Kings.
Thanks for your help. I am sure it would have been delayed further if I did not report it to you.
Sincerely, [redacted]
Revdex.com:At this time, my complaint, ID [redacted] regarding Cox & Kings Global Services USA LLC has been resolved.
(By clicking "OK", your complaint will be closed as...
Revdex.com:At this time, my complaint, ID [redacted] regarding Cox and Kings Global Services has been resolved.
(By clicking "OK", your complaint will be closed as...
This is by far the worst company I've ever worked with. I have been trying to get my visa for weeks now, and every time there is an issue, the company is either hard to get a hold of or not compliant. I wish there was another way in order to get my [redacted], but unfortunately, my hands are tied. I think the only way to get this company shut down is by not going to India on a large scale, or complaining with their government.
Revdex.com:
I have resolved this issue with CKGS. It turns out that CKGS was not at fault and the Consulate of India requires more documents than originally requested by CKGS.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]...
The customer reps misled me regarding one piece of document and later on told me that the shipping label will expire and advised me to cancel the application (since the document would take some time to prepare).
I never sent any paperwork and never used their shipping label. According to their Terms and Conditions and the customer rep,, I am supposed to get everything as a refund except the convenience fee for the credit card.
The customer svc line (though listed as in NYC) is in India and they do not answer refund related questions.
Review: I sent my visa request to Cox and King in May for a visa to India.
It has been over a month and I have had no response. I went there personally and I was insulted by their security guards and not allowed to go speak with a represntative to resolve my issue.Desired Settlement: Get my visa stamped and send my passport back immediately!
Review: I applied for OCI (Overseas Citizen of India) through Cox and King Global services LLC. After I sent email they reply and told me to send my US passport, I have sent my US Passport for completing the OCI process on 10/**/2014. After they received my passport I didn't receive it back so I called them multiple times from last three weeks about my passport. Also sent them an email and I received their response that they will send my passport back in 10 to 15 days after they receive it. I ask for my particular file number from the beginning but they are not giving me any update. They have my all paperwork ready but they are not returning my passport back. Now they are not even responding my email. Their phone is not working. Because we have to apply only through them, we have no choice. They are acting irresponsibly. They are not updating our file status and not answering any inquiry.
They received my passport by FedEx #[redacted]
My application # [redacted].Desired Settlement: I want to receive my US passport along with completed OCI paperwork ASAP.
Consumer
Response:
At this time, my complaint, ID [redacted] regarding Cox and Kings Global Services has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Review: The company has a call center helpdesk located in India. The work gets processed through one of its offices in USA, in this case its New York. The two offices have communication issues and as a result the customer cannot get any issues resolved. I have called the call center twice a day for the last week and there is no action being taken on my wife's and daughter's [redacted] applications. My wife's application has been ready for dispatch to my house for 4 days. I provided with an overnight prepaid shipping label and still they will not mail the completed documents. My daughters application has seen no movement in four days after I had to resubmit the application due to signature issues. It has been over four business days and I can't get an answer if the documents are all correct.Desired Settlement: Complete the applications.
Business
Response:
The applicant has received the passports alongwith [redacted]. The complaint stands resolved.
Review: The Indian Embassy in the USA outsources their visa processing to a third party company. This company is currently Cox and Kings Global Services, otherwise know as CKGS. Thus, you must submit your visa application to CKGS to obtain a visa for India. I have an internship in India with Tata Consultancy Services (start date of June [redacted]). Thus, I needed to apply for a visa. My application began on May [redacted] when I shipped my Entry Visa application with Fedex Overnight. As an aside, this application costs $130 and results in a sticker being placed in one's passport. The application was received and signed for the following Monday, June [redacted]. On their website under Entry Visa processing time, CKGS promising a normal processing time of 3-5 business days for normal applicants, which I am. You can find more details at the link (click on processing times) [redacted] While they do say that processing times may vary, my processing time has been quite ridiculous. It is currently June [redacted] and I still do not have my visa. I am stuck in the US while I embarrassingly communicate with my company in India about the terrible visa services. For the fist two weeks, I thought they had lost my passport. I received no indication that my passport was received. I tried calling their phones numbers, however none of them work. I contacted them by email, however I was not able to obtain any informative responses. After constant emails, they finally recognized the possession of my application. On Thursday, 6/**, my documents were sent to the Embassy to be approved and were approved the same day. My passport and visa are now sitting in the company's office just waiting to be mailed to me. This is understandable, however I included a Fedex Overnight shipping envelope with my application so that they could ship it back to me when it finished processing at the Embassy. This company had somewhat ruined my summer internship and is a hinderance to economic growth.Desired Settlement: Primarily, this is for Revdex.com information. Secondly, I would like CKGS to have better processing time estimates. After talking to others in the visa application process, none of them had processing times of 3-5 days. Most of them were in the twenty day range. They are currently promising snake oil. This affects people's ability to plan business.Thirdly, I would like a refund from CKGS to the amount of $174. - $124 to cover application costs and $50 to cover shipping costs.
Consumer
Response:
At this time, I have not been contacted by Cox and Kings Global Services regarding complaint ID [redacted].
Review: I provided my application and passport to this compan with payment. They clearly stated 1-2 day to state receipt of application with passport then processing would begin. I received a confirmation from fedex stating it was delivered on oct [redacted]. There was no email that my application/passport was received or ability to see application online. I emailed the [redacted]. Correspondence stated I would be responded to, no response. Again and email the [redacted] and [redacted] Countless phone calls with waiting times of over an hour. Answers were vague or provided no reasoning on why I was not having any explanation for my [redacted] application being delayed despite site stating it would take 3-5 days. I leave in 3 days and will be forced to cancelled my trip. They have had my passport for over 18 daysDesired Settlement: Passport and [redacted] delivered prior to nov [redacted]
Business
Response:
Applicant withdrew the application. Thus Company refunded $63 after deducting services charges and bank charges. The complaint stands resolved.
Review: I submitted four visa applications (for myself and 3 family members) to the CKGS [redacted] office to be processed and returned to us. All four applications were processed 3 weeks ago. CKGS returned one of the passports by [redacted], but have failed to return the other 3 passports, despite 7 phone calls (involving 20-70minutes of holding time) and multiple emails. None of my emails have been replied to. The phone calls are answered by customer service representatives in [redacted] who claim to help 'escalate' the issue, but there seems to be no progress, and they are unwilling to connect me to supervisors or managers. CKGS is essentially holding our passports hostage in [redacted], without any reasonable communication. Our flight is only a few days away, and the passports absolutely must be shipped on[redacted], December [redacted] 2014 for them to reach us in time for our flight. I am not optimistic that they will meet this, despite having held the passports for 1 month, and despite many attempts to contact them over the past week. If the passports are not received, we will need to reschedule 4 flight tickets to [redacted] at considerable expense and risk missing the wedding of my close relative there, the reason for the trip.Desired Settlement: Immediate delivery of our passports with visas such that it reaches our residence in[redacted], ** by December[redacted], 2014
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Review: I have applied for a Visa to enter in the country of India over a month ago. They also have my passports. I was told that this process would take just over 2 weeks. I have desperately tried contacting Cox and Kings Global Services by email and phone number. I have just waited over an hour for the call center in India to answer and when they did, he just kept telling me that he couldn't hear me and asking if caller was there. I could hear him perfectly and there was nothing wrong with my phone. I just ignored my pleas of help in locating my application and my passports.Desired Settlement: I need my Visa and passports returned to me, I have paid for everything.
Review: I have applied for OCI card originally on 12/** and send the whole document checklist with the required fee $490 to CKGS, New York office and was unaware that they have office close to my jurisdiction (Atlanta). New York office rejected my application and send documents back to me but kept and cashed the $490 Banker's check which I sent them as total fees for the OCI card, saying that I have to apply to Atlanta CKGS office not New York. When I did not received my money back along with the documents, I contacted them and they said it is our standard procedure (not to return money) so they requested me to now apply for request to refund that money by emailing their so called "refund team". I did that as well and sent them the first email request on 12/** by providing all the information they asked for to confirm the identity and the payment including the banker's check copy and the receipt I got from CKGS after they cashed the check. After this I tried to contact them multiple time regarding the status and it has been more than 6 weeks I have not received any definitive answer. All I am getting is our refund team is working on it and once we will get confirmation from them we will get back to you. Currently I have reapplied for my OCI card at Atlanta CKGS office with whole new set of paperwork and again I have to sent $490 check to them. I personally believe this company is running totally lousy and unethical business practice, poor in customer service and scamming people with such. I do not understand why they have to keep and cash the banker's check if they are not going to process the application and returning it back? and also if they did that why can not they assign that fee towards my application which they requested me to send it to Atlanta office, after all its the same company but different office anyway. It is so unfortunate for us that for any type of work related to [redacted],OCI, etc. Indin consulate assigned such an important process to this company only and consumers have no option but to deal with such scammers. This company is festival of poor customer service.Desired Settlement: I want my total $490 refunded ASAP.
Business
Response:
Dear Sir / Madam, CKGS has refunded $452 to the Applicant after deducting CKGS fees and Courier charges. The case thus stands resolved. Regards, CKGS
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Business did not process any document of mine reason being it was not my jurisdiction according to them. I should get full $490 refund without any deduction. Thus the case is not resolved and will remain unsolved untill remaining $38 will be refunded.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Review: CKGS has the MOST HORRIBLE costumer service. This business has two phone number for NYC, both of which if you call, expect to wait 30 to 40 minutes before a human answers your call!!!! I have wasted 4 hours waiting like this. Once connected, their microphones are so horrible I can hardly hear the conversation above the shouting in the background. They deny receiving documents, put you on hold several times, and then finally admit they have received them. On a scale 1-10 they should get a 0!!!!!!!!!!!!!!!!!Desired Settlement: resolution of a lost/pending OCI/visa application.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
CKGS was engaged per the requirements of Indian Consular Service to have the [redacted]) card re-issued for our daughter’s new passport. It has taken nearly three month since the submission of the application, and CKGS has not moved anything forward on the application. Their customer service is unable to move anything forward either. Please see the details below:
Our daughter who has been granted an [redacted] previously, obtained a new US passport earlier this year as her previous one had expired. From the limited and yet poor instructions on CKGS website, it was instructed that a re-issue of the [redacted] stamp on the new passport was required as she was only 15 years old at the time. We took extreme care in following the instructions and after spending a number of days in recollecting all the documents that had previously been verified at the time of [redacted] issuance; submitted the application on **July2014 that included the original [redacted] card and the expired US passport. The application was delivered to CKGS office on **July2014 and on **July2014 we received an email indicating that the application was missing parents’ birth certificates and passport copies. While the website instructions had not indicated that these documents were needed for re-issue of [redacted] card, we nevertheless followed the email instructions and sent these documents via email the same day. On **Aug2014 we received a phone call that the application was still missing the above documents. The representative advised us to re-send these to the same email address and promised to call us in case they did not receive these. Having not heard anything back, on **Sep2014 we called the CKGS telephone number and the call was routed to an agent – [redacted] in India who advised to resend the documents to a new email address. We again complied and resent the documents the same day. On **Sep2014 we placed another call as the application status on your website continued to show missing documents and this time were told to mail the requisites to the New York CKGS office, which was done again. And still, as of today the status on CKGS website continues to show the documents to be missing. I made another phone call today which was routed to a call center in India and the representative - [redacted] confirmed having received all the emails above and advised that these had been forwarded to the NYC office of CKGS. He unfortunately could do nothing else but was able to send us an email that the documents had been received.Desired Settlement: We ask that the company attend to the matter with extreme urgency as the fault lies at their end and they are causing hardship at our end.
Consumer
Response:
At this time, I have not been contacted directly by Cox and Kings Global Services, NY regarding complaint ID [redacted].
I received only a very limited response from the back office of the business via email and still on their website there has been no update to the status of the application. After spending hours trying to get someone on the phone - I was able to connect with someone in their back office in India where it was indicated that the application had moved forward; however no formal apologies nor a confirmed written response/status update has come forth from the business.
absurd service. customer service is at the lowest level.Hope Indian government do something about this. Unfortunately there are no option.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
[redacted]
[redacted]
After several months of delay, I finally got my OCI card and I was asked to convey this message to you by Cox and Kings.
Thanks for your help. I am sure it would have been delayed further if I did not report it to you.
Sincerely, [redacted]
Revdex.com:At this time, my complaint, ID [redacted] regarding Cox & Kings Global Services USA LLC has been resolved.
(By clicking "OK", your complaint will be closed as...
Resolved.)
Sincerely,[redacted]
Revdex.com:At this time, my complaint, ID [redacted] regarding Cox and Kings Global Services has been resolved.
(By clicking "OK", your complaint will be closed as...
Resolved.)
Sincerely,[redacted]
Revdex.com:At this time, my complaint, ID [redacted] regarding Cox & Kings Global Services USA LLC has been resolved.
Sincerely,[redacted]
Dear Sir / Madam, CKGS has refunded $452 to the Applicant after deducting CKGS fees and Courier charges. The case thus stands resolved. Regards, CKGS
This is by far the worst company I've ever worked with. I have been trying to get my visa for weeks now, and every time there is an issue, the company is either hard to get a hold of or not compliant. I wish there was another way in order to get my [redacted], but unfortunately, my hands are tied. I think the only way to get this company shut down is by not going to India on a large scale, or complaining with their government.
Revdex.com:
I have resolved this issue with CKGS. It turns out that CKGS was not at fault and the Consulate of India requires more documents than originally requested by CKGS.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]...
[redacted]
Cox & Kings Global Services USA
The customer reps misled me regarding one piece of document and later on told me that the shipping label will expire and advised me to cancel the application (since the document would take some time to prepare).
I never sent any paperwork and never used their shipping label. According to their Terms and Conditions and the customer rep,, I am supposed to get everything as a refund except the convenience fee for the credit card.
The customer svc line (though listed as in NYC) is in India and they do not answer refund related questions.
Still waiting on the refund.
Review: I sent my visa request to Cox and King in May for a visa to India.
It has been over a month and I have had no response. I went there personally and I was insulted by their security guards and not allowed to go speak with a represntative to resolve my issue.Desired Settlement: Get my visa stamped and send my passport back immediately!
Review: I applied for OCI (Overseas Citizen of India) through Cox and King Global services LLC. After I sent email they reply and told me to send my US passport, I have sent my US Passport for completing the OCI process on 10/**/2014. After they received my passport I didn't receive it back so I called them multiple times from last three weeks about my passport. Also sent them an email and I received their response that they will send my passport back in 10 to 15 days after they receive it. I ask for my particular file number from the beginning but they are not giving me any update. They have my all paperwork ready but they are not returning my passport back. Now they are not even responding my email. Their phone is not working. Because we have to apply only through them, we have no choice. They are acting irresponsibly. They are not updating our file status and not answering any inquiry.
They received my passport by FedEx #[redacted]
My application # [redacted].Desired Settlement: I want to receive my US passport along with completed OCI paperwork ASAP.
Consumer
Response:
At this time, my complaint, ID [redacted] regarding Cox and Kings Global Services has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]
Review: The company has a call center helpdesk located in India. The work gets processed through one of its offices in USA, in this case its New York. The two offices have communication issues and as a result the customer cannot get any issues resolved. I have called the call center twice a day for the last week and there is no action being taken on my wife's and daughter's [redacted] applications. My wife's application has been ready for dispatch to my house for 4 days. I provided with an overnight prepaid shipping label and still they will not mail the completed documents. My daughters application has seen no movement in four days after I had to resubmit the application due to signature issues. It has been over four business days and I can't get an answer if the documents are all correct.Desired Settlement: Complete the applications.
Business
Response:
The applicant has received the passports alongwith [redacted]. The complaint stands resolved.
Review: The Indian Embassy in the USA outsources their visa processing to a third party company. This company is currently Cox and Kings Global Services, otherwise know as CKGS. Thus, you must submit your visa application to CKGS to obtain a visa for India. I have an internship in India with Tata Consultancy Services (start date of June [redacted]). Thus, I needed to apply for a visa. My application began on May [redacted] when I shipped my Entry Visa application with Fedex Overnight. As an aside, this application costs $130 and results in a sticker being placed in one's passport. The application was received and signed for the following Monday, June [redacted]. On their website under Entry Visa processing time, CKGS promising a normal processing time of 3-5 business days for normal applicants, which I am. You can find more details at the link (click on processing times) [redacted] While they do say that processing times may vary, my processing time has been quite ridiculous. It is currently June [redacted] and I still do not have my visa. I am stuck in the US while I embarrassingly communicate with my company in India about the terrible visa services. For the fist two weeks, I thought they had lost my passport. I received no indication that my passport was received. I tried calling their phones numbers, however none of them work. I contacted them by email, however I was not able to obtain any informative responses. After constant emails, they finally recognized the possession of my application. On Thursday, 6/**, my documents were sent to the Embassy to be approved and were approved the same day. My passport and visa are now sitting in the company's office just waiting to be mailed to me. This is understandable, however I included a Fedex Overnight shipping envelope with my application so that they could ship it back to me when it finished processing at the Embassy. This company had somewhat ruined my summer internship and is a hinderance to economic growth.Desired Settlement: Primarily, this is for Revdex.com information. Secondly, I would like CKGS to have better processing time estimates. After talking to others in the visa application process, none of them had processing times of 3-5 days. Most of them were in the twenty day range. They are currently promising snake oil. This affects people's ability to plan business.Thirdly, I would like a refund from CKGS to the amount of $174. - $124 to cover application costs and $50 to cover shipping costs.
Consumer
Response:
At this time, I have not been contacted by Cox and Kings Global Services regarding complaint ID [redacted].
Sincerely,
Review: I provided my application and passport to this compan with payment. They clearly stated 1-2 day to state receipt of application with passport then processing would begin. I received a confirmation from fedex stating it was delivered on oct [redacted]. There was no email that my application/passport was received or ability to see application online. I emailed the [redacted]. Correspondence stated I would be responded to, no response. Again and email the [redacted] and [redacted] Countless phone calls with waiting times of over an hour. Answers were vague or provided no reasoning on why I was not having any explanation for my [redacted] application being delayed despite site stating it would take 3-5 days. I leave in 3 days and will be forced to cancelled my trip. They have had my passport for over 18 daysDesired Settlement: Passport and [redacted] delivered prior to nov [redacted]
Business
Response:
Applicant withdrew the application. Thus Company refunded $63 after deducting services charges and bank charges. The complaint stands resolved.
Review: I submitted four visa applications (for myself and 3 family members) to the CKGS [redacted] office to be processed and returned to us. All four applications were processed 3 weeks ago. CKGS returned one of the passports by [redacted], but have failed to return the other 3 passports, despite 7 phone calls (involving 20-70minutes of holding time) and multiple emails. None of my emails have been replied to. The phone calls are answered by customer service representatives in [redacted] who claim to help 'escalate' the issue, but there seems to be no progress, and they are unwilling to connect me to supervisors or managers. CKGS is essentially holding our passports hostage in [redacted], without any reasonable communication. Our flight is only a few days away, and the passports absolutely must be shipped on[redacted], December [redacted] 2014 for them to reach us in time for our flight. I am not optimistic that they will meet this, despite having held the passports for 1 month, and despite many attempts to contact them over the past week. If the passports are not received, we will need to reschedule 4 flight tickets to [redacted] at considerable expense and risk missing the wedding of my close relative there, the reason for the trip.Desired Settlement: Immediate delivery of our passports with visas such that it reaches our residence in[redacted], ** by December[redacted], 2014
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
Review: I have applied for a Visa to enter in the country of India over a month ago. They also have my passports. I was told that this process would take just over 2 weeks. I have desperately tried contacting Cox and Kings Global Services by email and phone number. I have just waited over an hour for the call center in India to answer and when they did, he just kept telling me that he couldn't hear me and asking if caller was there. I could hear him perfectly and there was nothing wrong with my phone. I just ignored my pleas of help in locating my application and my passports.Desired Settlement: I need my Visa and passports returned to me, I have paid for everything.
Review: I have applied for OCI card originally on 12/** and send the whole document checklist with the required fee $490 to CKGS, New York office and was unaware that they have office close to my jurisdiction (Atlanta). New York office rejected my application and send documents back to me but kept and cashed the $490 Banker's check which I sent them as total fees for the OCI card, saying that I have to apply to Atlanta CKGS office not New York. When I did not received my money back along with the documents, I contacted them and they said it is our standard procedure (not to return money) so they requested me to now apply for request to refund that money by emailing their so called "refund team". I did that as well and sent them the first email request on 12/** by providing all the information they asked for to confirm the identity and the payment including the banker's check copy and the receipt I got from CKGS after they cashed the check. After this I tried to contact them multiple time regarding the status and it has been more than 6 weeks I have not received any definitive answer. All I am getting is our refund team is working on it and once we will get confirmation from them we will get back to you. Currently I have reapplied for my OCI card at Atlanta CKGS office with whole new set of paperwork and again I have to sent $490 check to them. I personally believe this company is running totally lousy and unethical business practice, poor in customer service and scamming people with such. I do not understand why they have to keep and cash the banker's check if they are not going to process the application and returning it back? and also if they did that why can not they assign that fee towards my application which they requested me to send it to Atlanta office, after all its the same company but different office anyway. It is so unfortunate for us that for any type of work related to [redacted],OCI, etc. Indin consulate assigned such an important process to this company only and consumers have no option but to deal with such scammers. This company is festival of poor customer service.Desired Settlement: I want my total $490 refunded ASAP.
Business
Response:
Dear Sir / Madam, CKGS has refunded $452 to the Applicant after deducting CKGS fees and Courier charges. The case thus stands resolved. Regards, CKGS
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Business did not process any document of mine reason being it was not my jurisdiction according to them. I should get full $490 refund without any deduction. Thus the case is not resolved and will remain unsolved untill remaining $38 will be refunded.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Review: CKGS has the MOST HORRIBLE costumer service. This business has two phone number for NYC, both of which if you call, expect to wait 30 to 40 minutes before a human answers your call!!!! I have wasted 4 hours waiting like this. Once connected, their microphones are so horrible I can hardly hear the conversation above the shouting in the background. They deny receiving documents, put you on hold several times, and then finally admit they have received them. On a scale 1-10 they should get a 0!!!!!!!!!!!!!!!!!Desired Settlement: resolution of a lost/pending OCI/visa application.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
Review: RE: [redacted] Re-Issue for New Passport
CKGS was engaged per the requirements of Indian Consular Service to have the [redacted]) card re-issued for our daughter’s new passport. It has taken nearly three month since the submission of the application, and CKGS has not moved anything forward on the application. Their customer service is unable to move anything forward either. Please see the details below:
Our daughter who has been granted an [redacted] previously, obtained a new US passport earlier this year as her previous one had expired. From the limited and yet poor instructions on CKGS website, it was instructed that a re-issue of the [redacted] stamp on the new passport was required as she was only 15 years old at the time. We took extreme care in following the instructions and after spending a number of days in recollecting all the documents that had previously been verified at the time of [redacted] issuance; submitted the application on **July2014 that included the original [redacted] card and the expired US passport. The application was delivered to CKGS office on **July2014 and on **July2014 we received an email indicating that the application was missing parents’ birth certificates and passport copies. While the website instructions had not indicated that these documents were needed for re-issue of [redacted] card, we nevertheless followed the email instructions and sent these documents via email the same day. On **Aug2014 we received a phone call that the application was still missing the above documents. The representative advised us to re-send these to the same email address and promised to call us in case they did not receive these. Having not heard anything back, on **Sep2014 we called the CKGS telephone number and the call was routed to an agent – [redacted] in India who advised to resend the documents to a new email address. We again complied and resent the documents the same day. On **Sep2014 we placed another call as the application status on your website continued to show missing documents and this time were told to mail the requisites to the New York CKGS office, which was done again. And still, as of today the status on CKGS website continues to show the documents to be missing. I made another phone call today which was routed to a call center in India and the representative - [redacted] confirmed having received all the emails above and advised that these had been forwarded to the NYC office of CKGS. He unfortunately could do nothing else but was able to send us an email that the documents had been received.Desired Settlement: We ask that the company attend to the matter with extreme urgency as the fault lies at their end and they are causing hardship at our end.
Consumer
Response:
At this time, I have not been contacted directly by Cox and Kings Global Services, NY regarding complaint ID [redacted].
I received only a very limited response from the back office of the business via email and still on their website there has been no update to the status of the application. After spending hours trying to get someone on the phone - I was able to connect with someone in their back office in India where it was indicated that the application had moved forward; however no formal apologies nor a confirmed written response/status update has come forth from the business.
Sincerely,