Immigration Direct

Initial Business Response /* (1000, 5, 2015/07/02) */
We apologize in advance for any confusion the customer may have encountered. Our disclaimer is located on our home page and it reads:
"Immigration Direct is not a government agency and is not affiliated with nor endorsed by any government...

agency. Immigration Direct is not a law firm nor a substitute for the advice of an attorney. Customer support is for technical and billing issues. Customer support will not answer legal questions. Our refund policy can be found in our Terms of Use. All forms that can be completed online through Immigration Direct are available as blank forms with instructions for free from the USCIS"
Customer has succesffully completed and E-Filed their application using our software on 6/26/2015 (IOEXXXXXXXXXX). Full services have been rendered, and no refund is due.
But to come to terms with the customer, we can offer a 25% courtesy discount.
Please notify us if anything else is needed.
Thank you,
Customer Care.

Initial Business Response /* (1000, 7, 2015/08/03) */
Per our records customer filed a dispute with their financial institution which they found in our favor on 6/26/2015. Strictly as a courtesy, the most we can offer at this point is a discount of $100. Full services have been rendered,...

application was completed and printed using our services on 5/01/2015 at 20:34:19. Customer can find our privacy policy along with our disclaimer on our home page.
Please notify us if anything more is needed.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry but your response is not adequate. I DID CALL AND ASK FOR MY MONEY BACK IMMEDIATELY. I never clicked on Print or Submit; I just walked away to tell my husband about the site.. I then called the number listed on my e-mail receipt, and it is NOT the number you told VISA was on my email receipt. I called X-XXX-XXX-XXXX. And I called back again the same evening and got the e-mail back from the girl giving me the Fee Waiver form. You should have that in your e-mail records and it'll prove that I called to complain about the fee and that we're seniors on fixed income and felt we'd been taken advantage of. You know I'm telling you the truth because how else would I have that e-mail from your company?
I hope you read my second submission. My husband filed the complaint with VISA on the 18th, almost 3 weeks after all this transpired. And quite naturally, since your office refused to give us a refund. How can you possibly say that I did not contact Customer Care before filing the dispute?? And the ONLY reason VISA agreed with you is because you sent them highlighted information which was designed to defend your side of it and wrong statements were made and false papers were sent. I did not continue with the process once I found out it was not IMMIGRATION. I did not pay the $450. That's important, because we have to pay that to finish the application. And I didn't see any of the disclaimers because the home page you had that day was different from what you have up now. There is no comparison with the copy you sent VISA of your home page (ie) showing Immigration Direct in big letters, but with no hint of 'U.S. Immigration' and dark blue background with white lettering and colored Government looking Seal which was the heading on the website that I visited. You also used the Revdex.com as a reference but there are lots of complaints about your company on the internet and Consumer Affairs site. And still unsatisfied consumers with the Revdex.com. ALL complaining about the same issue with the Form I-90 and others. How can you say that I printed and submitted the form? Just like everyone else? We all can't be wrong. Believe me, I did not need a site like yours to aid me in filling out a form. I'm capable of filling out my own forms.
Is there any reason why neither of your two managers called me when I called a third time? Other companies hearing that a customer is upset would immediately do something about it without inferring that it's our problem. I have called USCIS and I'm going to get a copy of my application form which I FILLED IN BY HAND AND MAILED BY US POSTAL SERVICE. That will prove that I did not utilize your site to submit or print my form. On Page 23 of the information you submitted it says " In order to be eligible for any sort of refund or exchange, you must contact Customer Care via telephone during regular business hours to cancel your order and initiate a refund request. Cust. care can be reached at the telephone number provided to you once you are logged into the Application Center home page on the website. You may also email Cust. care and request that a representative from Cust. care contact you about a refund request at a telephone number that you provide in your e-mail". I did better than that and called 3 times and gave the same information. How can you tell me that the form printed out? Where did it get printed? On whose printer? It wasn't mine. And how could it even be 'submitted' without me clicking 'Submit'? And how on earth could the girl I talked with think it had gone through if I hadn't submitted? If it was submitted why didn't the USCIS get it? If it was printed why didn't you send it to me? I suggest that it's all a canned speech to give to suckers who accidentally use your site. I do really need my $160 .00 back; I'm very unhappy; but I'll accept $135.00. and write the rest off to a learning experience.
Final Business Response /* (4000, 21, 2015/09/03) */
Please note all information has been deleted from our data base.
Thank You.
Final Consumer Response /* (2000, 23, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand that Immigration Direct have deleted all my personal information from their data base. I received the refund which I settled for and I see they have changed their website to show the Disclaimer near the top of the page instead of at the very bottom, although I think that was not done because we asked for it, but that it's changing all the time and people should be very aware that there are several websites that quite possibly are run by the same people.

Initial Business Response /* (1000, 5, 2015/05/29) */
We apologize for the confusion encountered while accessing our website. Our home page states what our website consists of and where to find blank forms at no cost if our site is not useful. As per our records, we tried to contact Ms.[redacted] on...

May 17,2015 regarding her request for a refund with no luck. Our records indicate that Ms.[redacted] contacted us after she completed and printed her application using our software, at which point no refund is due. Please ask the customer to contact us directly and as a courtesy, we would be more than happy to issue a discount of 50%.
Please notify us if there is anything more needed. Thank you,
Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First: immigration direct did not notify me.
Second: I did fill out the application forms,
but did not print them out.
Third: Instead of trying to find a solution
to this issue, they e-mailed me another
advertisement.
Final Business Response /* (4000, 9, 2015/06/08) */
As per our records, customer did print on 5/16/2015 at 15:15:02. If needed we can provide a copy showing full services have been rendered. Again, strictly as a courtesy will continue to honor a 50% refund. No further refund will be issued.

Initial Business Response /* (1000, 5, 2015/09/04) */
We apologize for any confusion encountered.
We did indeed process a full refund on 9/3/2015. Transaction #XXXXXXXXX. Please allow 3-5 business to see funds back in your account.
Notify us should you encounter further questions.
Thank...

You,
Customer Care
Initial Consumer Rebuttal /* (2000, 8, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A full refund was issued by the company.
I received it as a credit to my credit card.

Initial Business Response /* (1000, 5, 2015/07/16) */
As per per our records, customer has in fact been issued a 50% courtesy discount as agreed upon on 7/12/2015. Transaction [redacted] (Auth Code CXXXXX). Keep in mind funds can take up to 5 business days to appear back in their account depending...

on the customer's financial institution.
Please notify us if you should encounter further questions.
Thank You.
Customer Care.

Initial Business Response /* (1000, 5, 2015/06/24) */
Our disclaimer does state we are not a government agency, and it reads :
"Immigration Direct is not a government agency and is not affiliated with nor endorsed by any government agency. Immigration Direct is not a law firm nor a substitute for...

the advice of an attorney. Customer support is for technical and billing issues. Customer support will not answer legal questions. Our refund policy can be found in our Terms of Use. All forms that can be completed online through Immigration Direct are available as blank forms with instructions for free from the USCIS"
Please note that customer has successfully used our services to complete and electronically file (E-File receipt #IOEXXXXXXXXXX) their application to the USCIS. Full services have been rendered, therefore no refund is due.
As a COURTESY, we would like to offer a 50% discount. But at this point, no further refund is due.
Please notify us if anything else is needed.
Thank you,
Customer Care.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though I accepted the merchant response, I am still not happy. As you can see from their website, it's obvious they are trying to look as close to official as possible, plus who reads the fine prints. Their competitors website looks nothing like the official websites and charges almost half of what immigration direct charges. So even if they refund me 50%, it's still about the same as their competitor. I will take the 50% back and pay for my stupidity.

Initial Business Response /* (1000, 6, 2015/07/14) */
At this point we will be more than happy to assist customer on this matter. If customer can provide us with a transaction number or account information, ([redacted] is not a valid #). Please let us know if customer can provide the information...

required.
Thank you,
Customer Care

Initial Business Response /* (1000, 5, 2015/08/14) */
We apologize for any confusion encountered while accessing our website.
Our purpose is to facilitate the filing out of paperwork by providing step by step guidance.
However, understanding that this was not the service the customer was...

looking for, we have issued a full refund (transaction #XXXXXXXXX). Customer should see the funds back in their account 3-5 business days.
Please notify us should you encounter further questions.
Thank You.
Customer Care.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
69 USD were refunded as requested by me and promised by Immigration Direct. I accept the company's response. However, I encourage the company to state more clearly its services, avoiding any misleading impression that one is about to buy a visa etc.
Thanks to Revdex.com for great support.

Initial Business Response /* (1000, 5, 2015/06/18) */
As per our records Ms.[redacted] contacted us 2 times on 6/3/2015. She was explained our services/benefits, and was issued a COURTESY refund which was processed that same day upon her agreement. Full services have been rendered. Per terms and...

conditions, no further refund is due.
Thank you,
Customer Care

Initial Business Response /* (1000, 5, 2015/05/29) */
The customer did call us on 5/10/15 and received help on questions for her application. She had the option to choose E file and then we would upload the photos for her and the application can be e filed. The customer chose the option "mail...

in". She has printed all of the services that have been rendered in full and has never called our office for a refund. As a courtesy we can offer the customer a discount of 50% if that would help them.
Thank you
Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */
Consumer called to say he has received $160.00 credit on his bank account

Initial Business Response /* (1000, 17, 2015/08/04) */
We apologize for the inconvenience encountered while accessing our website.
However, as per our records we only have a registration under this email in our database. No sale has been made.
We have unsubscribed the customer from our...

updates/offers.
Please notify us if you should need further information.
Thank you,
Customer Care

Initial Business Response /* (1000, 5, 2015/10/07) */
As per our records customer has been issued a full refund on 10/2/2015. Authorization code (CXXXXX).
If customer has any questions, feel free to contact us.
Thank You.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
I appreciate the fact that the $69 was refunded according Immigration Direct. However I would like the complaint to remain open until I see the refund on the credit card statement. As of today, Oct 14, it does not appear. If possible Immigration Direct should supply the last 4 digits of the credit card to which they issues the refund.
Thank you for your assistance.
Final Business Response /* (4000, 9, 2015/10/20) */
A full refund of $69 has been issued on 10/2/2015 Transaction #XXXXXXXXX to the mastercard ending in 9357.
Final Consumer Response /* (2000, 13, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mastercard has agreed to credit the account $69 on condition the transfer will be finalized.
If there is any problem, I will report back to you.
Thank you very much for your assistance.

Our home page states, "Immigration Direct is not a government agency and is not affiliated with nor endorsed by any government agency. Immigration Direct is not a law firm nor a substitute for the advice of an attorney. Customer support is for technical and billing issues. Customer support will not...

answer legal questions." 
 
However, a full refund has been provided. Customer should see the funds back in their account 3-5 business days. Transaction ID [redacted]. 
Please feel free to contact us should you have further questions. 
 
Thank you,
Customer Care