Innovate 1 services

Hello
I 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.
 
Regards
Theresa M[redacted]

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]

This company is highly incompetent. The system gives these binary codes after entering my credit card information. This makes the customers uneasy about making a payment online. After talking to a representative who seemed outsourced, his only recommendation was that I call my bank to let them know that I am the person trying to make the transaction and that a lot of people have the same issue with their payment system. Then why can't they simply fix the relationship?

INNOVATE1 Services, Inc., is the approved online payment processor for [redacted]. INNOVATE1 Services, Inc., provides the online [redacted] and Passport Application access to travelers wishing to visit [redacted]  
According to our records [redacted] submitted her online...

[redacted] application to the [redacted] | reference number[redacted]) on April 21, 2016.  Her payment in the form of money order was received and marked paid April 28, 2016 on INNOVATE1 Services, Inc. website.  Unfortunately, due to an [redacted] server issue , the payment update was not reflected on the [redacted] website, therefore [redacted] was not able to print the payment receipt and acknowledgment slip.  INNOVATE1 Services, Inc. was not contacted by [redacted] until May 2, 2016 regarding the [redacted] payment status update issue, or lack thereof.  INNOVATE1 Services's servers resent the data at various intervals to initiate the update on the [redacted]r, this was reflected on May 5, 2016.  [redacted] application was completed by the [redacted] thereafter and her VISA was granted.
INNOVATE1 Services, 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 [redacted].
Sincerely,
[redacted]

Revdex.com:
In reference to complaint ID [redacted], this is to let you know that I have received an e-mail from the business mentioning that my refund request has been approved and sent to the processor. This resolution is satisfactory to me, but I will keep in touch to let you know whether the refund will really have been processed or not.
Thank you.
Sincerely,
[redacted] Menolli

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.
Sincerely,
[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 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

If indeed the information on the web is correct, will you provide the information links for the following:
1. E-passport renewal
2. Fees for passport renewal
2. Process for passport renewal that states candidates will need to travel to embassy 
I do not memorize the names of your employees , time, date ..
You sure know Innovate1 is not transparent and the ethical thing to do is to refund my money with any further push around.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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]

This is the worst possible company to deal with on anything. Their customer service is horrible! Actually, this is a gross understatement.
After 6 calls to their customer service and several correspondence to their support desk, my payment issue was still unresolved. You would think a severely aggrieved customer should get some attention to resolve the issue.
The service desk agents are clueless on what they should do and have no ability to troubleshoot an issue beyond the most basic issues. The support desk closed a ticket without even reading the complaint. I spent more money calling them to fix my issue than the amount I wanted to pay.
The Nigerian immigration service should ditch this terrible company and find a reliable company to handle immigration payments. Surely, there must be better companies than this crappy company to process payments. I am really annoyed and frustrated with this company -enough that I searched for somewhere, anywhere to complain and let the world know!

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]

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.  
I thank Revdex.com for the prompt intervention in resolving this issue..  A promise was made to send the refund.  Thanks once again.
Sincerely,
[redacted]