Innovate 1 services

[redacted] Services Inc., is the approved online payment processor and provides online access to travelers wishing to obtain either a [redacted] or Passports on behalf of [redacted] Immigration Service [redacted] Services, Incadvises ALL travelers to contact the Embassy or Consulate of their choice for matters pertaining to Visas and/or Passports, policies and procedures/issuance and fees While we acknowledge that the client may have been attended to, at the intake window at the Consulate, however follby our office is only possible with additional information The client is asked to provide the name of the Consulate staff and the exact reason her [redacted] Application was not processed as it relates to her passport Please note the Consulate also misinformed the client regarding the INNOVATEServices Inc., refund policy; [redacted] The client's visa payment is valid for months and a double payment must be made in order for a refund to be valid [redacted] Services Inc., does not ask for credit card information over the phone or email Clients that experience payment issues using a credit card may receive assistance by calling the support number or sending an email The only information that is exchanged regarding credit card transactions are the first four and last four digits of the card and the application ID, never a PIN number At this time the client does not qualify for a refund and the payment will remain valid for months from the original date of paymentPlease do not hesitate to reach out if you have any further questions or concernsSincerely, [redacted]

This is my first time travelling to Nigeria with my extended family and I must say, this application process dealing with Innovate is a nightmare and I cannot wait for it to be over. Today I tried making payment for the Visa applications and to my surprise I am being asked to upload bank statements and my debit card to verify who I say that I am. Thinking to myself, I thought they were trying to prevent fraud, but me putting all this information online is opening me up to a greater risk of identity theft. Anyway, I continued to follow the process. Only to find out that I must reduce the size of the files to 400KB. If you are not computer literate, you wont be able to reduce these files that are sometimes 2000 or more KB, therefore, you will never get this visa or passport. The customer service team at Innovate is the most incompetent individuals, I have ever interracted with. They are in a hurry to get you off the phone giving false information and offering no assistance in getting the issues you are having resolved. Not only that the people who are responding to the emails are just as incompetent, they don't know how to explain in writing what mistakes you are making as to why the credit card verification is being rejected. ( I still dont know why I need to verify my card, especially when I am the applicant). Anyway long story short. I started the payment process for my application at 12:50 p.m and up until 6:02 as I type the matter has not been resolved. It only leaves me to wonder if the Nigerian Consulate can do business with the individuals, what should I expect when I get to the embassy for the continued processing of these Visas. I couldn't make this up of I tried.

Honestly, I honestly dont know why such an incompetent organization can be handling passport application process. I have been trying to apply for a passport for my one year old son, and despite it clearly stated in their website that if surnames match, payment can be effected, I have not been able to make payment.
After various calls to innovate, and conversation with customer care staffs in an english language I can barely understand (i believe they are indians) , a friend suggested I pay with my name and my son's name as the initial. I did that and mistakenly used my birthday for the application instead of his birthdate, and my application was rejected. They sent me an email refusing refund and suggesting I make another application. Are these people thieves or what? Who does that?

Hello,
As I stated in my last response, InnovateServices Inclooks carefully at all request for increases to a card usageI never stated that Mrs*** had in any way perpetuated fraud or any wrong doing.As I stated in the response, Mrs*** has applications per daysEach transaction has the ability to pay applicationsIf the cart is used to the maximum capacity , that would be applications. Mrs*** has a total of three registered cardsShe should check with customer support as to why two of her cards are not working properlyThere may have been a transposition in a card number for the middle eight digits that we do not seeMrs*** could try to register the cards again, if they are registered correctly the registration will not go throughRegards
Theresa M***
InnovateServices Inc

Complaint: ***
I am rejecting this response because
I contacted Revdex.com on Sept 22, and Innovateresponded back on the 23rd of Sept that I will be refunded my $which will take 7-business days and as of today November 2, I still have not received any refund back into my account as I have provided Revdex.com my credit card information Innovatehad requested I should provide but I have not gotten any refund back as of todayMy complaint ID that I was assigned at the time is Complaint ID *** as this case is still not resolved as Innovate has NOT refunded my $backPlease Revdex.com, look into this again
:Innovateis the official company/business that process passport for individuals trying to acquire a *** passport and I had applied for a *** passport back in August 20th, even though I was not born in *** or a naturalized citizen but my wife was born there and a citizen of ***Before we ever applied to Innovate for the passport, we had called the *** Embassy and was told that as long as you have been married for over 10years and have proof to show that your wife was born there with either her birth certificate or *** passport, along with your marriage certificate which shows that we have been married for over 13years, we should be fine and won't have a problem acquiring a passport and that's the main reason we had applied through innovateAnd upon our appointment date which was August 20, 2015, the *** Embassy gave us a different story that we cannot get the passport but they could grant us a visa and we could apply for a passport when we get to *** that they don't issue passport to non *** citizen and we should contact Innovatefor our full refund that we should be able to get our $back from themThe lady we spoke to even suggested we can send a compliant to the supervisor at the *** Embassy and they will respond back to us which we did email a compliant and up until today, September 22, we have never had a response back from them which is the reason why we have delayed contacting Revdex.com as we were hoping to get a response back from themWe then contact Innovateabout the problem and what the *** Embassy had told us to email them for a refund as they should be able to give us a refund back but Innovateresponded back and said, "unfortunately, there is no refund to be given back" as below is the response we got back from Innovate1: Hi *** ***, Thank you for writing to customer careUnfortunately, we will not be able to provide you with a refund, as your reason for refund falls outside of the requirements of our refund policyPlease see our refund policy here: ***Policy Support Team We need to get our refund back as the *** Embassy indicated Innovateshould refund our money back since we did not issue you any passport as that's the way the embassy works and Innovateis telling us they are not going to issue any refund to usApplication ID is *** and the innovateservice order number is ***
Sincerely,
*** ***

Hello,
The Information on the InnivateServices, Incwebsite is correctThe information of The *** Embassy website is correctI was not on the call you made, Please let me know that name of the customer Service Rep, and the date and time of the call, and I will make sure she is sent to training againWe at InnovateServices, Inc. will be pleased to refund your initial payment when you have fulfilled the refund requirements

INNOVATEServices, Incis the approved payment processor for Nigeria Immigration Service and provides the online Visa and Passport Application access to travelers wishing to visit Nigeria. INNOVATEServices, advises ALL travelers to contact the Embassy or Consulate of their choice for matters pertaining to Visas and/or Passports, policies and procedures/issuance and fees. While we appreciate that validity dates maybe difficult to read on Visa's affixed within a respective passport, however the Embassy or Consulate does not provide decisions regarding refund and/or policies as it pertains to INNOVATEServicesWe regret that *** *** was misinformed by a staff member at the Embassy.INNOVATEServices, reserves the right to provide refunds to applicants that qualify accordingly with the guidelines, terms of use and refund policy as stated on our website (innovate1services.com/cms/refundPolicy).Once again, the following Visa Application does not qualify for a refund, as it does not meet the refund policy guidelines, specifically 'no double-payment':Application ID: ***Reference Number: ***Amount: 180.00Date of Payment: Feb14, 2015INNOVATEServices does not request for credits or for payment extensions beyond the months directly with the Embassy or Consulate, this is not included in either party's policies and/or procedures. Please note the Visa Application and payment are valid for months on the Nigeria Immigration Service website An alternative to consider is to complete a second Visa Application within months of the original payment (thus creating a double-payment) and requesting a refund for the original application (within in months) The completion of a second Visa Application will allow time to lapse and perhaps coincide with the expiry date of *** *** Nigerian Visa Trusting that the above is sufficient and thus resolves the matter of the complaint filed by *** *** *** *** ***.If you have any further questions or concerns please do not hesitate to contact me via direct dial/text or email. Sincerely,MsTheresa M***INNOVATEServices, Inc

Complaint: ***Dear ***
It is very sad that the only way for me to receive a response from Innovate Services is by filing a complaint against the companyFor the past couple of months I have received the poorest customer service I have ever received from any companyIf I had to add the money spent over the phone trying to get this issue sorted, my refund would probably come up to around $This being said, I have already mentioned that I have already contacted my bank, provided them with the referral ID (which is of no use to them) and they have looked at all transactions between November and January (so bit just around beginning of Decemeber) and there is nothing credited to my account.
I was asked to provide bank statements to prove this, and I have, but did not receive any responseMoreover, the date you mention the refund was processed in is not the same date I was first told that the refund was processedI have an e-mail stating that my refund was processed on the 5th December, reversal ID *** *he reversal ID provided by you now, as well as the refund day, are differentThis sounds all a bit odd to meMy bank has confirmed that no money has ever been credited on either of the daysPlease refer, once again, to my bank statements sent the other day for proof of thisI believe it is up to you to get in touch with your bank and query this and find out what the problem with this transfer is, and make sure that the money does end up being credited
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello
I am sorry to hear that Mr*** has experienced a difficult time with the EmbassyMr***'s complaint is with the Embassy staff, not InnovateServices, IncInnovateServices, Incis a payment processor
onlyI am overriding the refund policy to refund Mr***I will need the first and last four digits of the card number to refund. He should see the refund in 7-business daysRegards
Theresa M***

I have called this company every day for a weekLiterally a week!!! Simply to get my *** Debit card processedThey are very assure of their horrible software systemI submitted my documents to register my card for online paymentStill was rejected because the debit card number doesn't not appear on the bank statementsNever recieved a clear answer as to why my debit card didnt process normally.They tell me to send a the card copyThat I already copied onto the actual statement! I dont know what bank prints a debit card # on a statement...I called to advise them for a week That Debit card numbers are Not printed on bank statementsThey assumed I didnt upload the 400kb size required documents appropriatelyI questioned how could this be if I received a rejection for the card numberThey refuse to allow you to speak with a supervisorThey lie and tell you they are not directly connected to technical support, yet tech support handles all document uploadingCustoner service cant view doxuments only tech support and guess what the two departments have no form of communication.They lie and tell you to expect a hour resolution that increases by hours and another hoursanother lie and another excuseThis is the most uncomfortable, incompetent company to have to deal with regarding finanaces of Any kindAdditional, Your *** fee maybe 160...when you get ready to pay your fee jumps to no explaination just tack on a fee.They speak like robots anything outside of their issues don't exsist! Shame on any federal or government agency from any country using these clowns to process payment

Hello, I have spoken directly with *** *** and I have sent a refund for his application. Regards*** ***

INNOVATEServices, Inc., is the approved online payment processor for *** *** ***INNOVATEServices, Inc., provides the online *** and Passport Application access to travelers wishing to visit *** According to our records *** *** submitted her online ***
application to the *** *** *** *** *** *** | reference number* ***) on April 21, Her payment in the form of money order was received and marked paid April 28, on INNOVATEServices, Incwebsite Unfortunately, due to an *** *** server issue , the payment update was not reflected on the *** website, therefore *** *** was not able to print the payment receipt and acknowledgment slip INNOVATEServices, Incwas not contacted by *** *** until May 2, regarding the *** payment status update issue, or lack thereof INNOVATEServices's servers resent the data at various intervals to initiate the update on the *** ***r, this was reflected on May 5, *** *** *** application was completed by the ** *** thereafter and her VISA was granted.INNOVATEServices, Inc., sincerely apologizes for the stress incurred, the ensued passing of time and the delays in the updating the paid application status We trust that the above is sufficient and thus resolves the matter of complaint ***.Sincerely,*** *** ***

Hello,
I apologize for the delay in responding to this rejection, I wanted to make sure I had all of the facts correctI initiated a refund on September 23rd after I received the requested information from the applicantInnovateServices then sent the approved refund request to the credit card processor on September 24thInnovateServices has contacted the processor and received this: Reversal ID is ***Please have the applicant check with his card company with this reversal codeI do not know of any reason the refund would have taken this longRegards
Theresa M***

Dear Revdex.com, This email is to notify you that complaint #*** has now been resolvedInnovateservices have finally processed my refundThank you for your actionsBest Regards *** ***

Complaint Information:
text-align: left;" valign="top"> While using a credit card, a card issuing bank my sometimes flag for reviewWe urge the clients to call their card issuing banks to confirm that they will be making a payment for a set amount if this does happenOur payment screen also states that the card will be blocked as a matter of fraud prevention if there are more then three unsuccessful attemptsI have reached out to the customer and explained this and offered to unblock her cardThe customer has used a different method of payment

HelloI am sorry to hear that Mr*** has experienced a difficult time with the EmbassyMr***'s complaint is with the Embassy staff, not InnovateServices, Inc.InnovateServices, Incis a payment processor onlyI am overriding the refund policy to refund Mr***I will need
the first and last four digits of the card number to refund. He should see the refund in 7-business days.RegardsTheresa M***

Complaint: ***
I am rejecting this response because:
First I would like to express my appreciation for the response and attempt to resolve this issue by refunding part of the transaction for the passportThank you to Revdex.com and Innovate
However, I am rejecting this response because I am not sure Innovate completely addressed the second issueThe response regarding the visa application of $is still unclear to me
I believe the Visa issue is a case where no service was rendered or receivedThis is why I am asking for the fee paid to be refundedI showed up to the Embassy, and was told I did not need a VISA application, and to get a refund for the application made alreadyI put in the application for refund on the of March, within days of making the original paymentI have not read Innovate1's policy in details but I was of the impression that when the embassy official tells me I can get a refund, I have a reasonable expectation of getting a refund
I have dealt with organizations where the no refund policy has meant giving credit for reuse laterAt the tail end of the lengthy correspondence back and forth, (Mar - see email excerpt below)I was told payments could still be valid for up to six monthsIf I had been told earlier, I could have returned to the embassy and request an extension of my Visa past the expiry
My request is as follows
Can you refund the $visa application fee, since no service was rendered?
In the alternative, can you provide me credit for future visa application to the same embassy?
Once again thank you for the leaning forward to resolve this issue
Sincerely,
EN
---------- Forwarded message ----------
From: INNOVATE REFUND
Date: Monday, March 14,
Subject: Payment is done successfully for INNOVATEServices Order No ***
To: XXXXXXX@XX
Hi XXXXX XXXX,
Thank you for writing to customer care
Considering the "refund policy", we regret to tell you that your refund request has been rejected
However application payment will still valid up to six months
Please accept our sincere apologies for the inconvenience caused
Sincerely,
INNOVATE Services Support
@innovate1services.com>

Complaint: ***
I am rejecting this response because:They are lying, nothing has been resolvedThey have exclusive monopoly in processing Nigerian visa application paymentsYou can not submit your application to the Nigerian embassy without paying $to INNOVATEServices INCThey collect a $processing fee which is a rip-off and promises to send you the proof of payment to submit your visa applicationAs I speak, they offered for me to go get a $money order, mail it to them through courier or registered express mail, that's an additional cost, then they will send a confirmation to enable me send in my visa application to the Nigerian Embassy with additional $money order processing feeThis is a complete rip-offWhy would we need a middle person to pay the Nigerian Embassy for a fee?OK, they requested for my credit card statement and drivers license to be downloaded to them through their website, which I have doneThis will register my debit/credit card with themI submitted all these personal information to them and received a confirmatory e-mail to go ahead and make a payment of $with the card on fileI wasted more than hrs trying to complete the payment but kept getting error messagesI made several phone calls to the company and the most annoying part is that you have a company located at Connecticut and you will be speaking with some one at India
Their customer agents kept coming up with several excusesYou need to change your browser, you need to download a new java, you need to try with another card after hours, your card is blocked, you need to call your bank or credit card company to UN-block it,,,etcFor God's sake, this is the United States of America! The company needs to live up to the simple expectation of processing payments, and if they can't handle his, should stop collecting peoples personal and financial information and then making excuses for their inefficiency or in this case blaming the customer
In addition, I made a $visa processing fee in which I didn't use because the company couldn't deliver proof of payment on time before my travel to NigeriaI had to travel to Atlanta, book for a hotel for days to enable me apply for Nigerian visa and travelWhen I try to start a new application, the company's system tells me that I still have a current payment on file, can I use the payment to submit my current application?, no they said! Well make a refund, no!! OK, process a new payment, trouble!!!!In conclusion, this company has no business with processing Nigerian visa applications and payments.They're just there ripping innocent people offWhat stops people from downloading the visa application and mailing the forms and money order directly to the Nigerian Embassy at Atlanta or DC? The answer is that this guys have set up a scheme to be collecting funds for services they're not capable of providing.I just need my $refund while I make arrangements to send them another $money order for my current application.Sincerely,
*** ***

This is the worse company I have ever dealt withI understand that sometimes, even the best customer service representatives have bad daysWith this company every day is a bad dayThey have no knowledge of the services their customers needUnable to solve any problemsThey give you the round aroundTheir customer service call center is filled with staff who have no clueYou would spend an average of minutes per call and of the 25, you would spend explaining you issue to themIf and when you do get them to understand, they end up giving you inaccurate information