The Collapse of Customer Service at the Trusted Traveler Program for SENTRI, Global Entry pass holders Part 1
- November 22, 2019
- Category: Global Entry, SENTRI, Trusted Traveler
I have observed a troubling trend recently in the Trusted Traveler program for Global Entry and SENTRI pass holders. In almost every conversation I have had in the past few months the person has no idea why he or she has received a rejection or revocation from the program.
This did happen several years ago. After people complained, people started receiving rejections letters with some explanation as to why the person had been denied or revoked. But now, no one seems to know. The few who do receive letters now are seeing letters that list the general denial categories with a statement that ‘you do not meet program eligibility,’ or some such statement. Many applicants are not even receiving those letters though. They just receive a notification that their status has changed. When they sign into their profiles the just see ‘Denied’ on their profile page.
It would seem to me that applicants deserve better customer service. This is a perks program. But, the perks do not just go one direction in terms of pass holders getting through the lines quicker. CBP also receives benefits. CBP, of course, receives revenue. But, it also receives a further benefit in not having to process so many people in primary inspections. That translates into fewer agents needed for a particular shift.
Hello. Received an email stating that my Sentri status had a change. I looged in into my account and it read “REVOKED” w/o any reasons for. Crossed the border and was sent to secondary inspection. While there, CPB employee told me that my Sentri membership had been expired, which is not true until 2 hrs from now. Was given my card and was told that I would be sent to secondary inspection every single time that I would cross the border, and that a lot of people are experiencing the same issues as me. Following day, crossed the border and again, sent to secondary inspection, but now, CBP officer was really rude, not friendly at all and revoked my card w/o any consideration. Tried to talk to him about what I was told the day before and still did not say much. Now, have to visit the Sentri offices for a better reason about my status.
If they keep sending you to secondary inspections, you could consider filing a DHS Redress. Feel free to contact me about this.
My sentri was revoked on September 2020 with no reason at all. I made an appointment with the supervisor but the lady was really rude. The appointment was like 15 minutes and she didn’t even tell me WHY my sentri was revoked specifically. All I as told was that I had to “investigate myself” because someone “AROUND ME had done something” but no one around me has done anything. Now, I’m scared to make a reconsideration application because the same thing will probably happen….
They do not seem to tell people the reasons for a negative decision, which seems unfair. I can’t say whether I can help with this or not as it appears to be a close identification issue. Feel free to call me, however, and we can discuss it.
My mom lives part time in Baja Mexico. When she applied for a Sentri pass many years ago, she was denied because in around 2006 she returned from Europe w/ a flower bulb in her luggage w/o knowing it was not allowed. She is now almost 70 and very low risk. Is there any way for her get a Sentri pass now that it has been 15 years? Are there any legal options we can pursue? Thank you.
15 years ago is a long time and I would hope that they would approve it. Definitely declare the incident. Hopefully, CBP will look at the totality of the circumstances.
I have had sentri fir 15 years. When I we took renew it this time they said I had an arrest in 1971. Yes I did but the case was sealed shelved. The I had a misdemeanor in 1976 that was expunged. Now they have given me 30 days to prove it or I loose my sentri that I have had for 15 years. Can you help me?
If you have two convictions, I do not believe you will succeed. If you only have one, I could help you with obtaining the court documents. However, those records are likely sealed by now.
I recently received a notification that my sentri was revoked. No explanation of reasons.
I register a new car that has temporary plates.
I would talk to a SENTRI supervisor for clarification.
My sons were sent to secondary inspection on March 2020 and their sentri cards were retained. They went to the sentri office a few months later and they were asked if they ever crossed thru the Texas-Mexico border and if they knew “a guy” from a picture. Both answers were negative and they got their sentri cards back. A month later they were again sent to secondary inspection and their sentri cards were again retained and days later we all received notifications saying that all of our sentri cards were revoked and the reason “not meeting the program strict standards”. The ombudsman rejected our appeal for reconsideration. We have been members for 10 years.
CBP has denied households under a close association as an indication of a risk. You might want to examine if anyone or a family member has used your address and had problems with the authorities.
If your membership is revoked by close association, is there ever a possibility of getting it back?
On August 5 at approximately 2pm after passing the Sentri US Customs gate from Mexico to U.S., I was going through the next set of green lights and speed bumps prior to entry onto the Freeway at approximately 2-3 mph when I heard a loud noise on my right back rear of my car. I immediately stopped. A CBP office approached, and as I rolled down my window, started yelling at me. He said I had gone through a red stop light. I explained that it must have turned red as I was going thru, as all I had seen was two green lights. I apologized. He continued to yell at me, saying he “KICKED YOUR CAR” to get my attention. He then said I ‘”COMMITTED A FELONY JUST NOW!” “I COULD SHOOT YOU!” I again apologized for not seeing the red stop light, by now thoroughly frightened by his yelling and demeanor. He then repeated that I ‘”COULD GO TO PRISON” and then demanded my Sentri card. He took a picture of it, and told me it was revoked. I said please don’t do this, I am very sorry but I need my card for doctor appointments. ‘I asked how long it would be revoked and he said “PROBABLY TEN YEARS SINCE YOU COMMITTED A FELONY”. He then yelled ‘”TOO BAD ITS DONE NOW” and told me to ‘MOVE ON YOU ARE HOLDING UP TRAFFIC”. I was so scared that I could barely drive, and in tears. I do not think that my unintended missed stop light justifies either the terrible treatment I received nor the punishment. I am a 76 year old woman who obeys all the laws and was completely polite and apologetic. The officer was about 30 years old, blond, blue eyes, in full uniform with his hand on his gun. I was too upset to remember to ask his name. I need my Sentri to go to the U.S. for dr. appointments once or twice a month to the cardiologist and pulmonary clinic. Since this incident, I have been plagued by anxiety and stress. What steps can I take to file a grievance? I expect this kind of treatment in a communist country, not the USA. Will I ever be able to get my Sentri back? What rights, if any, do I have?
I am sorry you had such a terrible experience with CBP. I am unclear how long these types of border disputes with CBP officers last on an applicant’s records. You can always file DHS Trip if you feel you have been mistreated. Filing DHS Trip will not result in reinstatement, however.
Most of my family has a sentri card and have not had any issues. A family member and his wife applied for the program and were denied, no explanation given on the application. They can apply for reconsideration but the instructions for that note that you have to provide support to clarify any past incidents like arrests etc. however they both have had zero arrests, no convictions, nothing. The only thing that comes to mind is the family member does have a brother who had a drug conviction in the past and lives with them. Should you apply for reconsideration if you don’t even know the reason for denial?
These guys are bully’s and on a power trip and retaliated. I would like to discuss my situation please
You could consider filing a complaint against CBP either on their website or through DHS Redress.
I was denied for Global entry in 2018 because ” In 2015, you were subjected to a CBP violation for failure to declare agriculture products”. There was a food item that I failed to declared unintentionally at that time. I paid the fine and I was told everything was cleared. My Global Entry program application was denied because of this reason. I applied for TSA Pre in 2019. It was approved without any issues and has since been travelling with TSA pre- program without any issues or violations. I’ve no other legal problems or citations. Can I reapply for Global Entry or ask them to review my previous application ? what are my chances of being approved if I apply again?
Unfortunately, customs or agricultural violations seem to stay on a person’s record forever. CBP generally likes to see the passage of time with no further negative incidents before reinstating an applicant. How long a wait is anyone’s guess.
I had a DUI 16 years ago. Will that hurt me for global entry? I have TSA and also am badged at airport to do work for my company. In which They did back round checks in both situations
You will likely be denied. If this was your only law enforcement/CBP incident, you might have a good reinstatement possibility. I would recommend obtaining certified copies of the court disposition or transcript (different courthouses use different names for it) so you can show CBP the disposition for this incident.
We are Australian citizens and live in Australia now. We have had SENTRI for almost 15 years as we used to live in SD/Tj and visit frequently. We enter the US ( with visa waver) and we get a stamp I-94 on arrival. This has never been an issue.
We recently received a letter saying our SENTRI was revoked due to our I-94 expiry, this is exactly 3 months since our last visit to the USA where we attended our appointment for sentri renewal and documents update.
It is very frustrating to be directed to their portal to send a letter to the ombudsman. We know this is a system error but the Otay Mesa office say they can’t help. How long does the ombudsman take to answer? thanks
I do not have any information on how long it takes for the Ombudsman to reply.
I have a question regarding a revoked Sentri membership if you can assist please.
I was notified that my wife’s Sentri card was revoked due to Health offenses (possesion of marihuana) by me back in 1987 when i was still a minor coming from a Ozzy Osbourne concert, and an illegal entry in the U.S. back in 1997 which got me removed from the U.S.
CBP said that the reason why wifes Sentri was being revoked was because of my récord in the U.S….?
Wife has had for Sentri for 10 years, This was the second time she had it renewed and no issues..
and reason why im asking for assistance on what to do next since this part of my past would sure HAUNT ME but not my wife..?
In my defense i can prove i never have lived in the U.S. nor worked in the U.S., also i never once held a valid Visa to cross the border, my life is complete and full in México and really dont have any interest in living in the U.S., due to me having my home, bussiness and life set for Mexico.
Thanks in advance for your reply.
CBP has denied or revoked Global Entry or SENTRI applicants in the past under a ‘close association is an indication of risk’ basis. How to correct that is anyone’s guess.
Hi I wonder if you can help me I had added a vehicle to met sentri and it was approved two days later then a month later they revoked my sentri without reason. I called sentri office but they told me I had to appeal I told them I didn’t know why it was revoked so what was I appealing they advised then I would have to appeal that I wasn’t told why my sentri was revoked I submitted my appeal with some background checks showing I had nothing on my record at the same time I submitted for a FOIA I got the FOIA back saying I have nothing in my record but then I got the appeal as they were still upholding my denial and if I didn’t know why my sentri was revoked then I needed to request a FOIA but i did and there wasn’t nothing on my record. I feel like I have hit a wall and don’t know what to do.
CBP is a law enforcement organization that has gotten into the travel perks business. The problem is that CBP knows nothing about basic customer service. CBP has regularly denied or revoked applications without offering an explanation. CBP apparently expects applicants to figure out the reasons for the denial on their own. The best way is to issue spot the problem yourself. CBP generally denies requests due to criminal, customs, immigration violations, or close association to people who are a security risk. You can try to file a Freedom of Information Act (“FOIA”). FOIA at times yields little useful information.
In 1975 my husband was ticketed by the local police for playing a game of late-night touch football (11:30 pm) at a Sears parking lot. He went to the city court 2 months later and paid a $50 fine. We cannot find a record of this incident. My husband is not sure if it was just a nuisance ticket with a fine or if it was a misdemeanor. We went in person to the local Superior Court to see if they had a record of any court appearances under his name. They responded by letter stating that there were no court records associated with his name or SS#. We then submitted written requests with finger prints to the CA DOJ, FBI, and the Sheriffs Dept. They replied by letter that there were no arrests or convictions in my husband’s name.
Where else can we check? Should he state on the application that he has a misdemeanor and in the explanation section state his confusion as to whether or not it was in fact a misdemeanor? Or would it be better to check the No box as to have you ever been arrested and then at the interview bring up the incident?
Thank you for your advice.
Sincerely Yours – Christine
From your description, it sounds like a ticket rather than a misdemeanor.
My sentri was revoked because my wife recieved her green card, so she went to make her update and the officer told her she was “illegaly” living in the US while she was in the process to getting her greencard, but the process states that she can’t leave the country until the process is finished, and she never left, so they revoked her sentri and mine also, im a us citizen by the way, we both have sentri for more than 20 years.
If your spouse was out of status in any way prior to obtaining a green card, CBP has asserted that as a reason to deny under ‘immigration violations.’ I do not know a way to counter that assertion.