US Customs and Border Protection Customer Service Issues

In November [redacted], a package was sent to my address in Vermont from Jamaica. Customs confiscated the package on December 22, [redacted], and it is still being held. Both TSA and state police visited my address looking for me while I was supposed to be there for the holidays, but I couldn't make it. They mentioned the package was seized due to the residue or scent of marijuana, but I can confirm there was no marijuana in it. I've submitted two claims with USPS, and they provided me with the customs number. However, despite my numerous attempts to call, the lines are busy. The Case ID they assigned is [redacted]32, along with another code KMM[redacted]0V81007LOKM. I consulted with a legal expert who mentioned that both parties need to be present to open the package, yet I won't be in Vermont until June. The package includes a hammock that may have absorbed the marijuana scent from being stored near cannabis products belonging to a Rastafarian I live with, legally possessing it. Additionally, it contains moringa capsules, turmeric capsules, cookies, and candy bought from a local vendor on the beach, possibly made with cannabis butter, although I doubt it, given my previous purchases from them. I am a senior citizen on a limited income, feeling exhausted and eager to have this matter resolved.

I would like to file a formal complaint regarding the CBP agents conducting inspections at San Ysidro. The current system appears to have significant flaws that require a thorough review. Over the past two months, I have been through inspection around 10 times and have noted several inefficiencies that seem to indicate a waste of taxpayer funds. I am seeking guidance on the following: 1) Where should I submit my findings to ensure they reach the appropriate individual who can influence changes within the system: should I reach out to local government, federal authorities, or a specific department within CBP? 2) Is there a mechanism in place to monitor the progress of my complaint to ensure it receives due attention? 3) Are there higher authorities responsible for overseeing the operations of CBP?

I was contacted by an individual from the U.S. Embassy at 1-[redacted] claiming to be Sgt. Matters, stating there was an issue with my grandson supposedly being in jail in Haiti. After speaking with a person claiming to be my grandson, I believed it was him. I was then instructed to send $[redacted] to an address at 28 Newbury St Lawrence, MA. The Sgt. informed me that my money, supposedly returned by the U.S. Postal Service, was being held at Miami Customs Border Patrol in Miami International for taxes and requested $[redacted] to be sent to Eddy Naissance in Port-au-Prince, Haiti. There are more details to this story, but I would need to discuss it further with someone. I suspect my money is lost, but sharing this experience may help prevent others from falling victim to these individuals.

I have an inheritance matter regarding the estate of Robbert Steven Andrew, a German citizen. He indicated to his lawyer, Julie Murray of Hamburg, Germany, that the inheritance should go to his daughter's spouse when she found a suitable partner, which happens to be me. Despite declaring and paying taxes on a shipment of personal items, a significant amount of cash, gold, and jewelry in another shipment was not declared or taxed. Customs officials in San Francisco found these valuables (invoice #[redacted]82SGE) hidden in an inheritance trunk. Gmbh Courier Services of Hamburg, Germany, provided costs for a tax clearance certificate, insurance certificate, and legal charges. However, US Customs requires additional certificates for the undeclared valuables before releasing the inheritance shipment to my address in Klamath Falls, Oregon. I am currently unable to cover the estimated $55,[redacted] fee for these certificates. I am wondering if I can pay this amount within 30 days or use the funds from the inheritance shipment to cover the fees.

I'm seeking guidance regarding an inheritance from Germany that arrived at San Francisco Airport through courier services on March 4, [redacted]. The inheritance, belonging to Robbert Steve Andrew, included cash, gold pieces, necklaces, and a diamond ring totaling $3,[redacted],[redacted]. The shipment, featuring valuable items, was destined for Charles Dennis Hicks in Klamath Falls, Oregon. I aim to understand the process with US Customs for acquiring taxation and declaration certificates needed for the delivery. I also inquire about payment options for obtaining these certificates. My contact details are as follows: landline - [redacted]; mobile - [redacted].

I am reaching out for assistance regarding an inheritance that arrived at San Francisco International Airport on March 4, [redacted], sent by GmbH Courier Services from Hamburg, Germany. The shipment number is [redacted]82SGE. The inheritance belonged to the late German citizen Robbert Steve Andrew and included $3,[redacted],[redacted] in cash, 6 gold wafers, 3 gold necklaces, and 1 diamond ring, with a total value of approximately $[redacted],[redacted]. Unfortunately, part of the inheritance was undeclared and uninsured. The items were meant for Jeffy Andrew and her husband Charles Dennis Hicks in Klamath Falls, Oregon. Customs officials discovered the undeclared items during an inspection. I am seeking guidance on how to proceed, as the necessary tax clearance and insurance certificates are missing. The officials from the San Francisco Fund Luggage Transfer Unit have instructed that the items need to be insured and the proper certificates obtained. I am inquiring how I, as an out-of-town individual unable to travel easily, can complete this process. I would also like to know the fees involved and the payment options available for these documents. My contact numbers are as follows: landline - [redacted]; mobile - [redacted].

I accidentally applied for two programs and have been a Trusted Traveler since [redacted]. My new job involves more international travel, so I wanted to upgrade to a Global Entry membership. However, there seems to be a conflict between my existing Trusted Traveler membership and the Global Entry application. I received an email from CBP with some links for more information, but none of them have been helpful in resolving the conflict. I have paid fees for both programs recently - $85 for Trusted Traveler and $[redacted] for Global Entry. I renewed my Trusted Traveler membership a few months ago and applied for Global Entry in January [redacted]. I understand that the fees are non-refundable, but I just want to successfully transition to a Global Entry membership.

I need assistance with my Global Entry application. I submitted it on February 1, [redacted], but there was a significant error due to auto-population on my computer. The birthplace city and state are incorrect. Even though an officer updated it during my children's interview, I am still pending after 11 weeks. I have a clean record and need this resolved before my trip in May. I want to ensure smooth travels with my family. Could someone please help me address this issue promptly?

Subject: Important Notice from US Customs Service Regarding Your Funds Dear Recipient, We are writing to inform you that we have addressed the issues impacting foreign transactions. Complaints of citizens being mistreated and denied access to their rightful funds have led us to take action. To display America's commitment, we have resolved all matters related to international transactions from various regions. A total sum of $58,[redacted],[redacted].00 USD is awaiting release in your name. Kindly reach out to us promptly to proceed with claiming your funds if you wish to receive them. Please be advised, any unclaimed funds will be transferred to the Federal treasury after this process. Thank you, Brian S. Hastings US Customs Service Buffalo Sector Headquarters, [redacted] Grand Island Blvd, Tonawanda, New York [redacted], U.S.A.

I have been waiting for 14 weeks for my application to be approved. I have contacted your phone number multiple times and have only been able to reach an automated system that eventually disconnects the call. I have also sent emails without any response. While my wife's application was approved in just a few weeks, I am still awaiting approval for an interview. It is crucial for me to have my application processed by July 16 as we are leaving for a two-week trip to Europe. If necessary, I will reach out to my congressman, although I prefer to resolve this matter without going to that extent. Your assistance in expediting my application would be greatly appreciated. Thank you.

I applied for my Global Entry renewal on March 3, [redacted], and paid the $[redacted] fee. Unfortunately, I have not received any updates since then. I just discovered that my application is tentatively approved, but I need to schedule another interview. However, when I tried to book an appointment at the Los Angeles location, it shows no availability. I am concerned because my current card expires on August 30, [redacted], and I am planning to travel abroad in September. How can I resolve this issue promptly?

On September 29th, when crossing the Nogales Az port of entry, I encountered impolite customs officers who questioned me in a harsh manner, showing an above-the-law attitude. As a U.S. citizen and a 20-year veteran who served in multiple wars, I believe I have the right to stand up for my rights. There was a conflict with the customs officers, leading to them handcuffing me and placing me in a room before eventually releasing me. Upon release, I realized my shoulder was injured, causing me to seek medical attention at the VA Hospital in Tucson, where X-rays showed the socket of my shoulder bone was out of place. I want to highlight that I do not drink, do drugs, or smoke. Despite receiving physical therapy, my shoulder still hurts. I reported the incident to CBP the day after the injury and the VA Hospital has all my medical records related to this issue. I am reaching out to understand what actions your office can take in this situation. Thank you, Francisco R.

I am a Buddhist monastic and priest, granted an R-1 religious worker's visa to assist at Shasta Abbey Buddhist Monastery until March 1, [redacted]. The USCIS website and a friendly CBP officer at San Francisco airport, Calderon, initially agreed to grant me an 18-month stay. However, upon seeing my visa, Calderon stated he could only allow me to stay until the visa expiration date. He suggested I speak with immigration at the airport or visit Immigration on Battery Street in San Francisco for assistance. A lady from the Non-immigrant Visa helpline mentioned I should seek help from Customs and Border Control. I am unsure where to go for further assistance. Any help in reconsidering or extending my stay would be greatly appreciated. Thank you for your support. Sincerely, Rev VE Clark.

Upon my return from Costa Rica on Thursday, January 16th, I encountered an issue at Terminal 6 while going through customs after arriving on Alaska flight #[redacted] at around 2:30 PM. Waiting in line for a bag inspection, I observed an unclear situation where some people were choosing a shorter line next to mine. Despite the lack of signage, I was later directed that it was the Global Entry line. When I attempted to go back to my original place, following the guidance of fellow passengers, the officer insisted I move to the end with unnecessary aggression. This experience left me feeling mistreated and humiliated. As a retired teacher from Oregon, I find such behavior unacceptable, and I am determined to seek a resolution or apology for this abuse of power.

I have regularly ordered my prescription from Global Pharmacy for approximately six years without any issues. The medication I usually order is Benicar (Olmesartan Medoxomil) Generic Brand for a 90-day supply. Although I placed my order on January 14, [redacted], I have not received it yet. When I contacted Global Pharmacy, they mentioned it is still in Customs, which has never happened before as I usually receive it within two weeks. Given that I have already paid for it with my credit card, I am concerned about the delay. I hope this matter can be resolved promptly, and I can receive my prescription soon.

My Global Entry pass renewal was approved in August, but unfortunately, my husband's renewal was not approved. They are requiring him to go through another interview even though he is unable to travel alone. This means we will both have to fly to Las Vegas, possibly stay overnight, and then return to Carson City. They suggested he do the interview on our next re-entry into the country, but our next trip is not until Fall, by which time his application will have expired. We are asking them to waive the interview requirement and issue his renewed Global Entry pass without it. They have not provided any reason for this additional interview, only stating that it was random selection.

I am from Quebec City, Canada, and we have a house in Cape Coral, Florida. Each year, my husband and I travel there in August/September to prepare the house for hurricanes and help our 82-year-old neighbor. Recently, my neighbor informed us of a noise coming from our heat pump, and I want to get it fixed promptly to avoid a costly breakdown. I am seeking permission to cross U.S. Customs to ensure the safety of our home. Due to safety concerns, we prefer driving the 30-hour journey with two drivers, limiting stops, wearing masks, and maintaining caution amidst the pandemic. Upon reaching our destination, we intend to quarantine and have our neighbor assist with groceries. Our trip is solely to address home repairs, not for leisure. We aim to follow all safety protocols diligently. I have already contacted customs but faced language barriers. If our request is approved, I kindly request email confirmation for customs clearance. We will also bring our two vaccinated indoor cats along. Thank you!

I live in Quebec City, Canada, and have a house in Cape Coral, Florida. Each year in August/September, my husband and I travel to Florida to prepare our house for hurricanes and assist our 82-year-old neighbor. Recently, our neighbor informed me about a noise coming from my thermo pump, which needs to be fixed before it potentially breaks down. I am seeking permission to cross the U.S. Customs border to address these issues. Due to concerns about traveling on a plane during the pandemic, we plan to drive for 30 hours with safety precautions such as minimal stops, wearing masks, and maintaining social distancing. Our main purpose is to repair the thermo pump, secure the house, and possibly replace a window for hurricane protection. We will also help our elderly neighbor prepare for the upcoming hurricane season. Kindly assist me in navigating the customs permission process as I want to ensure everything is in order before our trip. Thank you for your support.

As a US consumer, I bought items in Canada and returned most of them, but was charged the import duty for the whole purchase. I aim to file a drawback claim to reclaim the duty for the returned goods. After speaking with CBP, the info I received was for importers, not individual consumers. Can anyone provide the correct contact (phone or email) or a form for the drawback claim I need to submit?

I recently bought items online, totalling over $1,[redacted]. I returned most of it, but paid duty on the full order. I was instructed to file a drawback claim, but the email I received seems geared towards commercial transactions, not individual consumers like me. Please advise on the correct process for getting my drawback refund.