Innovate 1 services

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]

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.

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.
Regards
Theresa M[redacted]

Hello,
 
I have spoken directly with [redacted] and  I have sent a refund for his application.
 
Regards
[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 - correctly
2 if using a card belonging to someone else, have them register their card
3 pay at POS machine in Kuala Lumpur
4 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.
Regards
Theresa M[redacted]

Hello, I apologize [redacted], the call center was following the refund policy that the applications must be for the same person(name included). The applications are clearly for the same person in every other way. I have initiated the refund for the $180. I will speak with the call center...

and remind them there are exceptions to the rules. Kind Regards,TheresaInnovate1 Services Manager

Revdex.com:
While I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory.There are still 2 fundamental problems1. The payment system crashing for using other visa cards2. Enabling customer service representatives to actually do something other than a message. It wasn't until I contacted the Revdex.com, that I got an employee who was able to be responsive and help directly 
Sincerely,
[redacted]

HelloInnovate1 Services Inc. looks at each request for an increase carefully. The Manager is the only person authorized to approve increases for Innovate1 Services Inc.We are ever aware of our commitment to prevent fraud, so all increases are researched thoroughly and that takes...

time. Mrs. [redacted] has 150 applications available to her every 30 days, She should use her cart to its capacity.Mrs. [redacted] also has the choice to request a reset of her monthly limit, which does not have to go through the Manager or to register another card.RegardsTheresa M[redacted]

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, Inc., 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).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: [redacted]Reference Number: [redacted]Amount: 180.00Date of Payment: Feb. 14, 2015INNOVATE1 Services, Inc.,  sincerely appreciates the stress and anxiety that occurred during the varied email correspondence that ensued between [redacted] and the customer support team as well as the time delays between the request for refund by the client and credit card processor/respective statement issuance.  While our refund policy clearly states ALL refunds must be submitted within 6 months of payment date, a one-time exception will be enacted for the following application, as a double payment was made;Application ID: [redacted]Reference Number: [redacted]Amount: 106.00 (Passport Fee - 94.00 + NON-Refundable Embassy Fee: 12.00)Date of Payment: Feb. 13, 2015REFUND AMOUNT: 94.00INNOVATE1 Services, Inc., has circumvented the normal procedures (request of refund submitted via email to [email protected]) and will forwarded the request for refund on behalf of the client to the credit card processor.  Please note it may take 6-8 weeks for the refund to be reflected on the credit card statement depending upon the terms of use/policies stated by credit card issuing institution.Trusting that the above is sufficient and thus resolves the matter of the complaint filed by [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

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.
Thank you for the support and intervention.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response becauseI contacted Revdex.com on Sept 22, 2015 and Innovate1 responded back on the 23rd of Sept that I will be refunded my $137 which will take 7-21 business days and as of today November 2, 2015 I still have not received any refund back into my account as I have provided Revdex.com my credit card information Innovate1 had requested I should provide but I have not gotten any refund back as of today. My complaint ID that I was assigned at the time is Complaint ID [redacted] as this case is still not resolved as Innovate 1 has NOT refunded my $137 back. Please Revdex.com, look into this again.   :Innovate1 is the official company/business that process passport for individuals trying to acquire a [redacted] passport and I had applied for a [redacted] passport back in August 20th, 2015 even though I was not born in [redacted] or a naturalized citizen but my wife was born there and a citizen of [redacted]. Before we ever applied to Innovate 1 for the passport, we had called the [redacted] 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 [redacted] 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 innovate1. And upon our appointment date which was August 20, 2015, the [redacted] 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 [redacted] that they don't issue passport to non [redacted] citizen and we should contact Innovate1 for our full refund that we should be able to get our $137 back from them. The lady we spoke to even suggested we can send a compliant to the supervisor at the [redacted] Embassy and they will respond back to us which we did email a compliant and up until today, September 22, 2015 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 them. We then contact Innovate1 about the problem and what the [redacted] Embassy had told us to email them for a refund as they should be able to give us a refund back but Innovate1 responded back and said, "unfortunately, there is no refund to be given back" as below is the response we got back from Innovate1: Hi [redacted], Thank you for writing to customer care. Unfortunately, we will not be able to provide you with a refund, as your reason for refund falls outside of the requirements of our refund policy. Please see our refund policy here: [redacted]Policy Support Team We need to get our refund back as the [redacted] Embassy indicated Innovate1 should refund our money back since we did not issue you any passport as that's the way the embassy works and Innovate1 is telling us they are not going to issue any refund to us. Application ID is [redacted] and the innovate1 service order number is [redacted]
Sincerely,
[redacted]

[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.  
12.8px; font-family: arial, sans-serif;">[redacted] 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.  
While we acknowledge that the client may have been attended to, at the intake window at the Consulate, however follow-up by 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 INNOVATE1 Services Inc., refund policy; [redacted].  The client's visa payment is valid for 6 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 6 months from the original date of payment.
Please do not hesitate to reach out if you have any further questions or concerns.
Sincerely,
[redacted]

INNOVATE1 Services, Inc. is the approved payment processor for Nigeria Immigration Service and provides the online Visa and Passport Application access to travelers wishing to visit Nigeria.  INNOVATE1 Services, 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 INNOVATE1 Services. We regret that [redacted] was misinformed by a staff member at the Embassy.
INNOVATE1 Services, 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: [redacted]
Reference Number: [redacted]
Amount: 180.00
Date of Payment: Feb. 14, 2015
INNOVATE1 Services does not request for credits or for payment extensions beyond the 6 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 6 months on the Nigeria Immigration Service website.  An alternative to consider is to complete a second Visa Application within 6 months of the original payment (thus creating a double-payment) and requesting a refund for the original application (within in 6 months).  The completion of a second Visa Application will allow time to lapse and perhaps coincide with the expiry date of [redacted] Nigerian Visa.  
Trusting that the above is sufficient and thus resolves the matter of the complaint filed by [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 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: $94.00
The 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.

Hello
We 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.

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 payment
in 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]

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.
Regards
Theresa M[redacted]

Complaint: [redacted]
I am rejecting this response because:They are lying, nothing has been resolved. They have exclusive monopoly in processing Nigerian visa application payments. You can not submit your application to the Nigerian embassy without paying $180 to INNOVATE1 Services INC. They collect a $20 processing fee which is a rip-off and promises to send you the proof of payment to submit your visa application. As I speak, they offered for me to go get a $180 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 $30 money order processing fee. This is a complete rip-off. Why 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 done. This will register my debit/credit card with them. I submitted all these personal information to them and received a confirmatory e-mail  to go ahead and make a payment of $180 with the card on file. I wasted more than 18 hrs trying to complete the payment but kept getting error messages. I 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 excuses. You need to change your browser, you need to download a new java, you need to try with another card after 3 hours, your card is blocked, you need to call your bank or credit card company to UN-block it,,,etc. For 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 $180 visa processing fee in 2014 which I didn't use because the company couldn't deliver proof of payment  on time before my travel to Nigeria. I had to travel to Atlanta, book for a hotel for 4 days to enable me apply for Nigerian visa and travel. When 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 off. What 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 $180 refund while I make arrangements to send them another $180 money order for my current application.Sincerely,
[redacted]

Complaint Information:
text-align: left;" valign="top"> Hello, Please let me explain the process of receiving a new passport: There is NO difference between applying for a new passport or replacing a passport that is expiring. As per the NIS: E-PASSPORTS MAY NOT BE RENEWED OR EXTENDED, ONCE EXPIRED, YOU HAVE TO APPLY FOR A NEW PASSPORT. After the application is completed and paid for, a receipt is sent to the email that the Applicant used to log on to [redacted].com On that receipt is an interview date at the Embassy that the Applicants specified. A copy of which the Embassy may verify from their site. An Interview is required in order to obtain the applicants biometrics. As per Embassy site: Photographs are not required as these will be taken at the Consulate on the interview date. Every applicant must appear in person at the Consulate for finger and thumb printing necessary to produce the E-passport The embassy itself has a processing fee which is $30.00 payable to the "Consulate General". The fees for all services are listed on the [redacted].com site under "Support" The Embassy processing fee is clearly stated on the [redacted] consulate website under "Travel; application fees or passport" If the applicant has in fact gone to [redacted] and applied and paid for another application, he should email [redacted] with the application ID to be refunded and the new ID that was paid for in [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 problem is now resolved, and the visa is paid for. Thank you for your help in this matter, and I appreciate the business resolving the issue promptly.
Sincerely,
[redacted]