Innovate 1 services

HelloI have tried to reach out to Dr. [redacted] to help him resolve this issue by his deadline of tomorrow. As a security measure, Innovate1 Services blocks a credit card if they have more then three unsuccessful attempts.I have unblocked the card and the card holder may try again. If the card does...

not work again there is a money order option, that should have been offered as a solution, and to that I apologize along with the misinformation given regarding automatic payments.I have left a message on the card holders' voice mail and he may call between 9am-5pm so we can proceed with his application payment. RegardsTheresa M[redacted]

Hello,The Applicant had stated to our customer support that the name on her card does not match the name on her application. The name she registered on the Innovate1 site did not match the bank information either. She added a letter to her given name that was not on the card statement. The bank...

itself denied that charge.When paying by credit card, The first and last name must match that of the application. If the applicant is using a card belonging to another person,(she has used two cards that belonged to others) that person would have to register their card on the Innovate1 Services website. Our support staff had tried to help [redacted] as well they could, they offered several choices to the applicant in order to make payment.1 register the her card - correctly2 if using a card belonging to someone else, have them register their card3 pay at POS machine in Kuala Lumpur4 buy a pre paid card - and register by phone with that company (not given by Customer Support) In the country of Malaysia, the pre paid debit cards needs to be registered with the company of issuance.RegardsTheresa M[redacted]

HelloI have spoken directly to the applicant and he has subsequently has processed his application on Jan 20Regards[redacted]

Hello,I have spoken with [redacted] [redacted] and we have worked together to process her payment. I thank you for bringing this to our attention, customer support training is an ongoing processand we like to know where they are having difficulties.RegardsTheresa M[redacted]

Hello,Mr. [redacted] has not mentioned making a second payment by [redacted] until this rejection. We have not received a [redacted] from Mr. [redacted]. I have contacted Mr. [redacted] directly and together we are trying to locate the missing money order. Innovate1 Services Inc. has informed Mr. [redacted] correctly, that we only show one paymentin our system and we are unable to provide a refund for funds we do not have. I believe Mr. [redacted] and myself will be connecting directly from now on. Regards,Theresa M[redacted]

Complaint Information: While using a credit card, a card issuing bank my sometimes flag for review. We 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 happen. Our payment screen also states that the card will be...

blocked as a matter of fraud prevention if there are more then three unsuccessful attempts. I have reached out to the customer and explained this and offered to unblock her card. The customer has used a different method of payment.

INNOVATE1 Services, Inc. is the approved payment processor for Nigeria Immigration Service.  INNOVATE1 Services, Inc provides the online Visa and Passport Application access to travelers wishing to visit Nigeria. INNOVATE1 Services sincerely apologizes for the stress incurred, the ensued...

passing of time and delays in the processing of refund, as a result of the varied email correspondence between Oyinkan Adeleye and INNOVATE1 Services.  The matter is being personally handled by me and will be resolved within the next 3 weeks maximum (this will include mailing the refund to the client).Please note the following:Application ID: [redacted]Reference Number: [redacted]Amount Paid: $106.00 ($94.00 Passport Fee + $12.00 Non-Refundable Embassy Fee)Amount of Refund: $94.00The refund will be in the form of [redacted] Postal Money order and will be sent via first class regular mail to the following address:[redacted]We trust that the above is sufficient and thus resolves the matter of complaint ID [redacted].If you have any further questions or concerns please do not hesitate to contact me via direct dial/text or email.Sincerely,Ms. Theresa M[redacted]INNOVATE1 Services, Inc.

INNOVATE1 Services, Inc. is the approved payment processor for Nigeria Immigration Service.  INNOVATE1 Services, Inc provides the online Visa and Passport Application access to travelers wishing to visit Nigeria.  INNOVATE1 Services, Inc. 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.INNOVATE1 Services sincerely appreciates the stress and anxiety that occurred during the varied email correspondence that ensued and the time delays between the completion of the interview date change requests and request for refund by the client.  We do apologize due to a technical glitch, [redacted] emails cascaded into similar subject line emails in our system, this has been corrected. Once [redacted] has completed a second application, this will qualify her for an refund based on INNOVATE1 Refund Policy (/innovate1services.com/cms/refundPolicy).  The amount of the refund will be the fee for the VISA but will not include the expedite or service fees, per our policy.  [redacted] will need to send a formal refund request to the following email address: [email protected].  The email should include the original application ID and Reference Number and the new application ID and Reference number and indicate which application is being refunded to avoid any delays in processing.Please note that the Embassy/Consulate has the right to reserve issuance and expediting of VISA's and adhere to the policies and procedures of the Nigeria Immigration Service.We trust that the above is sufficient and thus resolves the matter of Ms. Amanda Zills complaint to your organization.  If you have any further questions or concerns please do not hesitate to contact me.Sincerely,Ms. Theresa M[redacted]INNOVATE1 Services

Complaint: [redacted]
I am rejecting this response because:
If Ms M[redacted] has looked at my profile with her company she will see that there has never been a report of fraud of suspicion of fraud. Nor did they have to reverse and/or refund a transaction because of any fraud or suspicion of fraud. More over, it is untrue that I have a 150 transaction available on this card, instead I have 5 and the beginning of every month and always have to request for an increase. According to the call centre agent named Michael I have 30 transactions, nowhere close to 150. To say I have an option to reset my card limit without is news to me. And does resetting mean I revert back to 5 transactions? I have registered another card, and this card was limited to 5 transaction per month,I again requested for the transaction on that to increased to at least 100 transaction. And it has not been done. As I typed this (16/12/15) I am unable to make payment with both the cards as I've reached my monthly limit since 14/12/2015.A moment ago I received a reply to an email requesting another increase with new instructions and a format I'm suppose to send my request for an increase in, this is new to me and the information Innovate1 Service is requesting has been provided to them time and time again. I really am frustrated. The last 2 month of the year are the busiest time of the year I have a lot of applications I need to process and Innovate1 Service is hindering my ability to do so. The most frustrating part is that unlike my very unhappy clients who can easily walk to another agency, I have no other option but rely of Innovate1 Service to pay for VISAS and passports I have to process. I have been using their services for about a year now and things have been OK till 2/3 months ago where things changed to hell. I understand their efforts to curb fraud. And have complied with all their requests to authenticate myself and my company but I have gotten no joy. Instead I'm given more hoops to jump over. My request is simple, having seen how much I transact with Innovate1 Service, can they provide me with at least 200 transaction per month without me having to request more every 2 weeks and keep waiting waiting for another 2 weeks?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Thank you for getting back to me. The company said that they have refunded me the money, but they never have. They have given me a reference number to ask my bank about, but my bank told me no one has paid that money into my account and the number they gave me is not something they can trace. I believe Innovate 1 Services have no intention whatsoever to refund me the money, they just pretended they did. I will forward you my latest correspondence to them in another e-mail. Kind regards_____________________________Dear [redacted] Please see below for the latest correspondence I had with Innovate 1 Services. They never got back to my last e-mails. Could you please confirm receipt of this? Thank you. Kind regards [redacted]  From: [redacted] Sent: 20 January 2016 17:09 To: INNOVATE REFUND Subject: Re: Refund request   Good afternoon, I have not received a reply to my e-mail below, although I provided the documents requested. If I don't hear from you or receive proof of my refund by tomorrow, I will file another complaint and escalate this further. Kind regards From: [redacted] Sent: 18 January 2016 10:58 To: INNOVATE REFUND Subject: Re: Refund request  Hi, I assume you meant that you require my bank statements showing that my bank account has not been credited. Please find them attached. I received an e-mail saying that my refund was processed on the 5th December. The attached statements cover the end of November up until today. You will see that no refund appears to have been credited to my account. If you have credited my account, please provide me with a bank statement as well. If not, please refund me the money today and attach a bank statement to prove this, and not just a reference number that my bank cannot trace. If this does not take place today, I will have no other option but to proceed as previously mentioned. I look forward to hearing from you. Kind regards [redacted]  From: INNOVATE REFUND <[email protected]> Sent: 18 January 2016 04:07 To: [redacted] Subject: Re: Refund request  Hi [redacted]Thank you for writing to customer care. Kindly send us your  latest bank statement that shows your account has been credited. Sincerely, INNOVATE 1 Services Support     On Mon, 18 Jan at 2:06 AM , [redacted] Dear Support Team, My bank has confirmed that no payment/refund has ever been processed. The reversal ID you have given me is nothing my bank can look out for.I am getting sick and tired of having to deal with this, you are playing with people's money and time. I will file another complaint with the Revdex.com and also escalate this further with whoever necessary, until I get my money back. Kind regards [redacted]   From: INNOVATE REFUND <[email protected]> Sent: 04 January 2016 16:21 To: [redacted] Subject: Re: Refund request  Hi [redacted]Thank you for writing to customer care. We have refunded your amount to this card no- [redacted]The reversal ID- [redacted]Kindly provide this details to your bank.And let us confirm about your refund.If not refunded we will escalates your refund as an priority basis. Sincerely, INNOVATE 1 Services Support.     On Sun, 3 Jan at 3:49 PM , [redacted] Dear Support Team, My bank has not received the refund that you mentioned to have been processed, although more than 15 working days have passed. Could you please attach any form of confirmation that the refund has actually been processed? If I do not receive a reply within two working days and no refund, I will contact Revdex.com again and file another complaint, as I do not believe this refund was ever processed. Kind regards [redacted]  From: INNOVATE REFUND <[email protected]> Sent: 07 December 2015 16:26 To: [redacted] Subject: Ticket Closed - Refund request  Dear [redacted] Your ticket - Refund request -  has been closed. We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reply to this email. Support Team 43366

Hello,As I stated in my last response, Innovate1 Services Inc. looks carefully at all request for increases to a card usage. I never stated that Mrs. [redacted] had in any way perpetuated fraud or any wrong doing.As I stated in the response,  Mrs. [redacted] has 150 applications per 30 days. Each transaction has the ability to pay 5 applications. If the cart is used to the maximum capacity , that would be 150 applications.      Mrs. [redacted] has a total of three registered cards. She should check with customer support as to why two of her cards are not working properly. There may have been a transposition in a card number for the middle eight digits that we do not see. Mrs. [redacted] could try to register the cards again, if they are registered correctly the registration will not go through.RegardsTheresa M[redacted]Innovate1 Services Inc.

Complaint: [redacted]
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 passport. Thank you to Revdex.com and Innovate 1.
However, I am rejecting this response because I am not sure Innovate completely addressed the second issue. The response regarding the visa application of $180 is still unclear to me.
I believe the Visa issue is a case where no service was rendered or received. This is why I am asking for the fee paid to be refunded. I showed up to the Embassy, and was told I did not need a VISA application, and to get a refund for the application made already. I put in the application for refund on the 14 of March, within 30 days of making the original payment. I 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 later. At the tail end of the lengthy correspondence back and forth, (14 Mar 2016 - see email excerpt below)I was told payments could still be valid for up to six months. If 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
1. Can you refund the $180 visa application fee, since no service was rendered?
2. 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,
E. N
---------- Forwarded message ----------
From: INNOVATE REFUND
Date: Monday, March 14, 2016
Subject: Payment is done successfully for INNOVATE1 Services Order No [redacted]
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 1 Services Support

Hello,I have responded to the Applicant directly and suggested a payment by money order. I explained to Mr. [redacted] that the error code that he was receiving is coming from the card processor. Our Customer Support was offering valid solutions as the java error can originate in different...

situations. At the same time, Customer Support was sending the error alerts to the technical support team for correction.This all happened and a solution was met within less then a 24 hour period. The Customer support had forwarded the Applicants emails to me first thing this morning and I had contacted the Applicant before the receipt of the Revdex.com complaint. I would like the customer to withdraw this complaint as unfounded. RegardsTheresa M[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.
The first digit of my card is [redacted].Thank you so much Revdex.com as I truly appreciate your help and assistance. Looking forward to getting my refund back.
Sincerely,
[redacted]

HelloWe have contacted the consumer directly and suggested that since he is in the US or Canada that he send a money order.  The service has been completed.We are presently in a retraining mode with our  customer support staff.  For any applicant in the US or Canada, there is the...

option of payment by Money OrderWe apologize that the option was not suggested at time of the calls.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Please find my written rebuttal below:It is abundantly clear that Innovate 1 Services does not or
has refused to contact the Embassy for proof of my payment for the 64-page
ePassport. Innovate 1 Services would rather put the burden of proof on the
consumers/customers who were not privy to the contract it signed with the
Embassy. In her message, Innovate 1 Services representative, Ms. Theresa
M[redacted], asserts that “The Embassy has issued the 64-page passport against the
32-page application.” The only way in my opinion that Innovate 1 Services
became aware of this is because I provided this and other information in my
first refund request and confirmed the same information again to customer
service agent “Max” whom I spoke with on 02/17/2016 from 9:20 am for 15 minutes.
If Innovate 1 Services had taken the time to contact the Embassy, proof of my
payment for the 64-page would have been provided.  I am not certain of what Ms. Theresa M[redacted] means by
“non-registered cards”. However, based on payment instructions for the passport
application, the cards I used for successful payment of the 32-page and used for
the repeatedly failed payment for the 64-page passport application were
registered in my name and I believe was on record with Innovate 1 Services
based on my initial payment for the 32-page passport application. As such,
there were no “fraudulent activities” on my part.
Due to the repeated failed electronic payment, I
had to make payment at the Embassy for 64-page application with [redacted]. When
conversing with Innovate 1 Services customer service agents, I obliged to
provide the receipt number and copy of the [redacted] payment but was told this
was not acceptable. I was told by customer service agent “Alex” on 02/11/2016 after
a 32 minute phone conversation from 9:05 am that I may have to provide a bank
statement indicating that the said payment was taken from my account. The need
to provide a bank statement as proof of payment though disconcerting was only
confirmed by the refund team in the email sent to me on February 18 at 12:39 am
(See attached). Before the email of February 18, correspondences from the
refund team lacked clarity and more importantly were devoid of any details
about what next steps to take. As such, I had to resort to contacting the
customer service agents who were usually not helpful and refused to allow me
talk with a manager or supervisor. Again, to demonstrate the lack of clarity,
Ms. M[redacted] in her message indicated that “If Mr. [redacted] has used a different
payment method, Please supply any
documents to [redacted].” I want to know if the [redacted]
receipt mentioned earlier will suffice as evidence of payment. Sincerely,[redacted]

Hello,As stated in an email that was sent to the customer today, Innovate1 shows only one payment and that was vetted by the Embassy. The Embassy has issued the 64 page passport against the 32 page application. Innovate1 Services is ever aware of fraudulent activities and as such only...

allows non-registered cards to be used once every thirty days. Innovate1 shows no additional payment attempts on the card ending in 0580. If Mr. [redacted] has used a different payment method, Please supply any documents to [redacted]. We never wish to withhold funds due to a customer. Due to time differences within our global company, we show the email on Feb 11, which was sent to the refund email and also the support email. It was responded to in a timely manner from the support team. My apologizes that the refund team resent the support team information of the ticket being closed. On February 15, the refund team tried to explain that the application you requested a refund for had been vetted by the Embassy and as such could not be refunded, again this was worded poorly. Todays email, has explained everything to the customer clearly.I have included the cascading emails. We are always training with the support and refunds teams, it is an ongoing process.RegardsTheresa M[redacted]

Hello,I apologize for the delay in responding to this rejection, I wanted to make sure I had all of the facts correct. I initiated a refund on September 23rd after I received the requested information from the applicant.Innovate1 Services then sent the approved refund request to the credit card processor on September 24th. Innovate1 Services has contacted the processor and received this: Reversal ID is [redacted].Please have the applicant  check with his card company with this reversal code. I do not know of any reason the refund would have taken this long.RegardsTheresa M[redacted]

Complaint: [redacted]
I am rejecting this response because:
The reasons :1. INNOVATe1  clearly states in their response that the Embassy charges $30.00 for renewal, but did not explain why Innovate1 charged me $77.00 through their website.  That to me, is admission of Fraud.2.  Innovate1 did not explain why their representative lied to me that I would only need to mail in my passport for renewal instead of travelling from [redacted] to [redacted] as I later discorvered.3. Nowhere on Innovate1 website which they use for processing and accepting payment for passports, do they explain the process of renewal.  This is  intentional deception
Sincerely,
[redacted]

Hello,The Applicant is absolutely correct. This is a clear case for an approved refund. I will initiate this myself. The refund email does indeed go to the refund department, clearly we will need more staff to answer in a timely and efficient manner. The applicant should receive the refund...

notification within 24 hours from myself and the process  for the return is usually 10-14 business days. I apologize on behalf of Innovate1 Services Inc. for this inconvenience.