NATA Compliance Services

I am going to start my flight lessons and it is part of the process to submit my fingerprint to NATA Compliance Services. I went to NATA Compliance website to submit fingerprint request form paid 99 dollars on 11/19 for the 1st time and everything went okay. On 11/23, I received a notice from AFSP that my fingerprint was bad print and I need to redo my fingerprint meaning I have to pay NATA Compliance again to have a new form send to me. On 12/3, I tried to submit my fingerprint request to NATA again. However, it does not allowed me to resubmit because My Training request ID [redacted] and SSN is already in the database. I gave the NATA customer servicer a call and they think I did something on their end to clear out my training request ID [redacted] so it will not be duplicated. I tried again but it still does not allow me to resubmit because my SSN is already in the database. NATA asked me to click the link "I do not have US SSN" so it will generate fake SSN instead my real SSN. I had my doubt doing that because I am not sure this is the right thing to do since I have a SSN. Seems like the whole process does not allow to resubmit fingerprint resubmit form but NATA tried everything to make sure they can get another 99 dollars again. However, I did what they asked and hit submit. It took me to an error page however my credit card shows a 99 dollars holding on my account. I reported this issue to NATA, and they asked me to tried another 2 times. On 12/3, I have three 99 dollars holdings on my account. NATA said they will contact their IT department.On 12/4, I contact NATA and they said I should able to submit without put my real SSN. I did what they asked but the same thing happened again. Another 99 dollars hold on my account with an error page. I took a screen shot and send the error page to NATA and they said they will fix the problem Monday.On 12/7, I contact NATA and they said they fix the problem I should be able to submit. I did not enter my SSN and hit submit. SAME THING HAPPEN AGAIN.Product_Or_Service: FingerPrint ServiceDesired SettlementI want NATA to fix their website problem so I can have new fingerprint request form. And I do not want to pay it again to get my request form. Right now I have a total of 495 dollars of hold on my account. Take off all the hold on my account.Business Response When students are fingerprinted for the flight student program, their prints are submitted through our system with their social security number as the identifier. In the case of this student, her prints were processed but were deemed unreadable (bad prints) by the TSA. She received an email from the Alien Flight Student Program letting her know this, and advising that she had to have her prints done again. Our system does not allow multiple records for one person, so in order to get another form out to her she was asked to use a generic social to get the proper forms reissued. We are not 100% sure why there were issues with her accessing the system at that point, but we made multiple attempts to rectify the situation when she called us for help (as evidenced by her complaint). Our IT department is aware of this issue and will work towards a solution, as we always do when issues are brought to our attention. To expedite the process for this student, today we emailed her the form she was trying to access.In regards to the hold on her credit card, there are two legitimate charges for our services; $99 for the initial application (Nov 19), and $99 for the reprints (Dec 7). We have identified a duplicate charge of $99 on Dec 7 and have already issued a credit memo for this amount, a copy of which was sent to her today as well. Any other holds placed on her credit card will have to be addressed directly with the bank, as we can only address what we've actually received.We sincerely hope that this rectifies this situation and complaint. We pride ourselves on customer service and are sorry for the inconvenience. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)There are still duplicated charges on my account. NATA just told me to call me bank which I have already done as soon as this happened. There is no refund for this "way round " which I think it not right to "lie" on the application. If this is part of their standard process why does it took a hell of troubles?Final Consumer Response Another NATA employee contacted me later and refunded my 2 fingerprint fee and I appreciate the effort