Innovate1 Services
Reviews and Complaints

I applied for passport renewal and payment successful appointment also confirmed successful but I didn't receive d confirmation email of the appointment date I have been writing your services by email no response or I'm I going to d embassy to just say u have appointment so so date without thanks why waiting for reply.

I have been trying to make payment for the past 3 weeks. I applied for my 3 children passport renewal. At first I registered my nigerian dollar debit card. the response was that the payment gateway was not yet activated for the region Nigeria. then I registered my US debit card. same story. Now I registered my UK debit card and it will just go through all the authentication and the page will just log out and take me back to home. This whole exercise has been quite frustrating.

I applied for me and my other four members of my family for renewal of passports around March 2021, paid $443.

I was informed by email that we will not be among the first people that will be taking the passport, but that they will inform me.

Up till date no one has called me, just getting the information from the Nigerians helping organize it that if it’s up to one year of payment that I should consider my money expired, who does that here in America?.

Innovate one I and my family needs our passports please give us appointment because we already paid for it.

Those application you mention were individual application which mean there are separate applications made in 2021.

Hi innovation,

REPLYING TO YOUR EMAIL DATED 23rd OF APRIL, 2022.

Applicatin1,

This [protected] this was a single application which as nothing to do with all other application.

Application2,

This is18031334 a family joint application and because I will need to come along with the kids for the interview and they are minor 🔞 plus I was have difficulty making payment for nearly some months I was advised make a new application on my name as I was the card holder so that your system will accept the payment which I did and I was able to make payment as a family for 4 passports. Has I was able to pay for the family application I then decided to asked for the single application cancelled.

But due to in consistency at your office I was refunded the single application fee and my indivdual family application which mistake happened due to double handling by your staffs leaving the kids to be process.

At this point I complaint to your office that I do not need both application refunded, I was advised that both payment as been process and it can not be revased so moving forward I should make a new application.

After writing back and forward I decided to make a new application which is a single application made on the 24th of January2022 and again at the point of payment I was having issues again and I then realised that your payment system has taken payment twice for a single same name application which is call double payment by your refund policy guidance. Due to my early encounter with refund and error made by your staffs I decided to sort the passport out then request for a refund or cancellation as this is a double payment for a single application on the same person which I do not intend to make two payment on a single applicatio or two passport on the single name.

I notice you attached acceptable refund policy guidelines.

Number 3,5 and 6 allow refund for single application where double payment was made with evidence presented on a single name which I have attached all the bank evidence in my previous reply with refund form.

After all this explanation and issues in the past, as made the passport process a failure and unnecessarily difficult. I can tell you that I do not have enough money to be paying for single application twice or I do like or wish to apply for two passport on the same single name. A single application is a lots of money for me to lose my hard earn money, so advice what to do as this as nothing to do with all pervious application this is a single application made 24th of January 2022 and your payment system process the same single-name twice which is call double payment on a single name.

I do find is very unfair to think of close the issue as it is double payment which allowed refund to be issue for the same name application where payment was taking twice by innovation or better still cancel my application [protected] for Nigerian passport made on the 24th of January 2022 and refund my money.

Thanks

Colin ismail — Forwarded message — From: Colin Ismail

Date: Wed, 27 Apr 2022, 23:11

Subject: Requesting for a refund on passport application made on the 24th of January2022

To: INNOVATE REFUND

Those application you mention were individual application which mean there are separate applications made in 2021.

Hi innovation,

REPLYING TO YOUR EMAIL DATED 23rd OF APRIL, 2022.

Applicatin1,

This [protected] this was a single application which as nothing to do with all other application.

Application2,

This is18031334 a family joint application and because I will need to come along with the kids for the interview and they are minor 🔞 plus I was have difficulty making payment for nearly some months I was advised make a new application on my name as I was the card holder so that your system will accept the payment which I did and I was able to make payment as a family for 4 passports. Has I was able to pay for the family application I then decided to asked for the single application cancelled.

But due to in consistency at your office I was refunded the single application fee and my indivdual family application which mistake happened due to double handling by your staffs leaving the kids to be process.

At this point I complaint to your office that I do not need both application refunded, I was advised that both payment as been process and it can not be revased so moving forward I should make a new application.

After writing back and forward I decided to make a new application which is a single application made on the 24th of January2022 and again at the point of payment I was having issues again and I then realised that your payment system has taken payment twice for a single same name application which is call double payment by your refund policy guidance. Due to my early encounter with refund and error made by your staffs I decided to sort the passport out then request for a refund or cancellation as this is a double payment for a single application on the same person which I do not intend to make two payment on a single applicatio or two passport on the single name.

I notice you attached acceptable refund policy guidelines.

Number 3,5 and 6 allow refund for single application where double payment was made with evidence presented on a single name which I have attached all the bank evidence in my previous reply with refund form.

After all this explanation and issues in the past, as made the passport process a failure and unnecessarily difficult. I can tell you that I do not have enough money to be paying for single application twice or I do like or wish to apply for two passport on the same single name. A single application is a lots of money for me to lose my hard earn money, so advice what to do as this as nothing to do with all pervious application this is a single application made 24th of January 2022 and your payment system process the same single-name twice which is call double payment on a single name.

I do find is very unfair to think of close the issue as it is double payment which allowed refund to be issue for the same name application where payment was taking twice by innovation or better still cancel my application [protected] for Nigerian passport made on the 24th of January 2022 and refund my money.

Thanks

Colin ismail

on the 20th of april 2022 my visa debit card was accepted and registered by them and i proceeded to make payment and nothing went through it kept saying authentication failed or payment unsuccessful. this entire process has been difficult and tedious and rather annoying.

im not sure what else could be the problem.

Hi, I am joseph with order number [protected] and bill number [protected]. Have been applying for passport renewal for about a week now, today was asked to make payment, which I did today the 22-04-15 AT .14:11:31 paid the sum of $142 which was equivalent to £108.96 which was deducted from my account, now no further feedback , the screen just went back to step one asking me to make payment again and besides passport renewal wasn’t meant to be up to that. Possibly I just need you to guide me on how to go about the renewal and possibly get my refund back. Thanks and kind regards

Joseph

I have applied for a nigerian visa that went smoothly up until payment. it kept saying authentication problem payment unsuccessful. went to the bank and the card was perfectly fine as well as no payment attempt was showing up so i am trying to contact someone about the issue because we hope to travel soon.

to be clear the card i was using is debit. im not sure if u only accept credit cards.

I applied for a Nigerian visa to travel for my mom’s funeral but later Realized that the time frame for the application would be too late to travel so, I applied for an emergency travel certificate(ETC), then requested a refund for the visa application. I completed the necessary refund form since 6 weeks ago but no one admitted to receiving my refund application nor email me back. I tried to contact them severally but no response whatsoever. This is so frustrating and totally unacceptable.

My name is Sarah AGBOOLA

I had a transaction for renewal for my Nigerian passport with innovate1services since December 2020, they took my money and wouldn’t process the transaction.

Nigeria high commission , UK use them as collection company (like an agent) for payment and process of visas and passport renewal . I am a UK resident, I made payment as requested, but they didn’t process my transaction and wouldn’t refund.

I requested for a refund since December,2021 and they were tossing me around and wouldn’t refund

I made a payment of £80.73 on the 17 December, 2020 with

Application I.d

[protected]

Reference no:

[protected]

Order number [protected]

Application ID: [protected]
Reference No: [protected]

RE: Application Refund Fee of $106

I made an application for a Nigerian passport on the 24th August 2021. I was advised that the changes I paid to make on the data page of my Nigerian passport could not be changed in London and could only be changed in Abuja, so I was advised to withdraw my application.

I was informed the refund would take 5-7 week to issued back to me.

On the 5th October 2021 I was advised by email that my refund would be processed within 7 working days.

As of today's date 18th November 2021 I am still waiting for my refund. I have complied with the various requests of sending pictures of my bank statements and still my payment has not been refunded back to me.

This is highly unacceptable and I was advised that my case has been closed! This requires urgent attention as I will be left with no choice but to report the failure to repay my application fee as fraud to my bank.

I hope to hear from a member of staff!

TO WHOM IT MAY CONCERN
Hello good morning, I apply for the renew of my Nigeria passport on the 28/09/2021 with APLICATION ID [protected], REFERENCE [protected] waiting for payment.
On the 31/10/2021, I wanted to pay for the passport unfortunately I could not find out the application made on the 28/09/21. then I thought is out of the system. I then go for fresh application with APPLICATION ID [protected], REFERENCE NO [protected] as I want to pay for the passport the two application will appear in the payment list, I have try to delete one out of the two but is not deleting, to pay for one passport was not possible the two application continued to appeal with the money added together.
Please used you good mind to cancel the two aplication for me, because I will be traviling to nigeria 15/12/21 so that I can renew the passport as soon as I got to Nigeria (Home).
sir help me to cancel the two, I HAVE NOT PAY FOR ANY OF THE APLICATION, I just need cancelation of the aplications
Thanks yours regards

Magnus Edosa Idemudia

I need some assistance as soon as possible
I applied to your service to pay for a visa its about 10 days or so and I cannot get a response. I tried to register my card to no avail. Please let me know if there is something wrong or if you think I am not qualified or the system is down, I am writing and still getting no response, can somebody please help me and explain to me what is wrong, I don't know what to and telephone service is not avail. Please please sigh

I applied for Nigerian passport renewal early in 2020 on the Innovate1 website and paid 106USD fees. Nigerian High commission in Ottawa cancelled the appointments several times because of the COViD restrictions in Ontario. I finally got an appt for July 6th at the High Commission in Ottawa. To my surprise I was advised at the embassy that the initial payment could not be retrieved and was made to make another payment through Innovate1 again. I was advised to request my refund from Innovate 1 for the initial payment as that would be considered duplicate. I submitted a refund request on the Innovate1 website and followed all their instructions. To my surprise I have just received an email exactly a month later advising that my request had been completed and the case was being closed. I have not received any communication or update or refund from Innovate1 and I wonder how the case can be deemed resolved and case closed.
I have responded to Innovate noting this is not closed and I hope to receive my refund ASAP. Is Innovate1 a scam? Is the Nigerian Govt aware of this? How long and how many people will be victims before this scam is addressed? How can a company representing a whole country as big as Nigeria have no telephone contact or escalation line? Someone pls save Nigerians from this big scam called Innovate1. Enough is enough!

Good Day Sir/ma,

I made a payment online on 28/7/21 using my ATM card for the purpose of verifying my nursing certificate and issuance of good standing with the United Kingdom.

I got to know that a remita was supposed to be generated afterwards from nursing council. But from all indication, it's obvious the payment didn't go to the nursing council account.

Please is there a means that the money paid can be redirected to nursing council account?

Hi there, I'm writing with regards to cancelling a passport renewal application I made on the 12th July. I wrote to the support email for innovate1 (Not very helpful) Stating I would like to cancel the application I made and I received a reply which stated

"Applications cannot be cancelled. Your application is"paid". If you are looking for a refund, please see information below to further assist you:".
I replied I am not looking for a refund I just need the application cancelled as I no longer require the service and I got another reply stating "Applications cannot be cancelled per the NIS (Nigerian Immigration Service). It will automatically expire one year from the date of payment."

I decided to move to Nigeria and I plan on renewing my passport there but I cant because its showing on the system this application I've made in the uk, so I'm basically asking to cancel this application so I can apply for my passport in Nigeria. I don't mind forfeiting the amount paid I just want the application cancelled.

Name: Olurotimi Folarin
Order Number: [protected]
Application Id: [protected]
Reference number: [protected]

My name is Cynthia Uzuazor and my husband's name is Arthur Awinda. We submitted his online application on December 28th 2020 for a visa to Nigeria as he is from Kenya and I am from Nigeria. But due to the Coronavirus Pandemic we were unable to set a date for the interview due to the lock down. After repeatedly trying to contact OIS for advice on what to do and they were unwilling to help. We then both took time off work last week and visited the OIS office, but they refused to see my husband advising that we contact Innovate1 Services. And when we did, we were advised to first make another application with ANOTHER PAYMENT before we can apply for the refund of the previous application. We responded by saying that we want a refund first before we can think of applying again. But since then we didn't hear from them anymore even though we have sent several emails to them. We are really very frustrated with their unprofessional and spiteful manner of ignoring our emails. Please kindly help!

My name is Nikkie Akinwunmi. I have paid for my visa to Nigeria for the past 2-3 weeks now. My application #: 5684162 and Reference #: [protected]. I was able retrieve the acknowledgment slip after payment with NO interview date. I will be traveling to Nigeria in a months time for my father's burial.

13th April 2021
Ticket ID#: 132579

https://www.innovate1services.com/unified/vbvResponseApprove/z/oosncn1oubvtkmvilqu9posav2

Error Fetching http headers

The following are the transaction Codes that failed:
Transaction Id: 262620
Application Id: 5670693
Reference No: [protected]
The payment gateway does not work and error is returned but the next day they took money out of my account. They have no address or telephone number for contact. This is a boiler room operation set up to scam people.

Name: Mr Ugochukwu Arnold Ezuoke
Date of Birth: 1980-07-17
Application Id: [protected]
Reference Number: [protected]

I applied for passport for 1 month now am yet to receive an interview date for my passport. I paid for it, am traveling next month and need my passport to travel, up till now this people kept telling me embassy will schedule interview. My question is when? Am traveling next month. They collected my money and will not issue me what I paid for. They are supposed to get the embassy and get me my passport. If they collect money they are responsible to ensure am satisfied with my services. If they are not going to give me my passport prior to my traveling then they should refund me my money. No contact number even for the embassy, I've tried several times to speak with them no way, please I need help I need get my passport or my money back. Thanks

I just completed the application for a Nigerian passport. I had several failed attempts to pay - which made me worry whether several payments were being taken from my account.

I finally was able to make payment but instead of acknowledging payment, it took me back to the page to start the process all over again.

Thankfully I first checked my bank statement and saw that the amount had already been taken.

This will now cause an unnecessary delay in my application because without this, my application will not be deemed as completed without the payment and application acknowledgement letter.

I do hope that this can be looked into and resolved pretty quickly.