An Ontario woman wanted to save time crossing the border and applied to enrol in the trusted traveller program between Canada and the United States, also known as NEXUS.
Pauline Saunders of Angus, Ont., sent almost US$600 to the first company that popped up in her Google search.
“I know I wanted this pass, so I saw an advertisement on Google, and I hit it,” said Saunders.
She thought she had applied for a NEXUS card, but was later shocked to find out she was dealing with a third-party company that said it was a “private-application assistance service.”
The company said it could help her apply for the NEXUS card, and she agreed to pay its US$597 fee.
However, months went by, and she still hadn’t received the NEXUS card and was told an additional payment of US$120 was required.
“I didn’t want to pay $120 because I thought, ‘what else are they going to take from me?’” said Saunders.
She told CTV News she used the services of a third-party company called Nexus Pass Online Inc.
Company responds
When CTV News reached out to the company, a spokesperson said in a statement that Nexus Pass Online “is a private application-assistance service that helps travellers prepare accurate, complete applications for Trusted Traveller Programs (NEXUS, Global Entry, FAST, TSA Pre).”
The spokesperson pointed out that the company is not the U.S. government nor is it affiliated with the Department of Homeland Security or the Canada Border Services Agency.
“Applicants can absolutely apply directly with the government; our value is saving time, reducing mistakes that cause delays or rework, and providing knowledgeable support so the process is clear and stress-free,” the spokesperson said.
Regarding Saunders’ application, the company also stated, “Ms. Saunders purchased our private assistance service for $597 USD. This fee covers document review, error-free preparation, guidance, and readiness for submission. It does not include the government’s filing fee, which is paid directly to the U.S. Department of Homeland Security (DHS) at the time of submission. By April 2025, her application was fully prepared and moved to ‘ready for submission.’”
“To enable the government filing step, upon her request and insistence, we provided her with Trusted Traveler Programs (TTP) login credentials so she could pay DHS’s $120 USD fee herself and submit (or we could assist on the call, which she declined). We followed up to confirm whether that payment was completed. Ms. Saunders declined to pay the government fee, so the application could not be submitted to DHS for adjudication.”
CBSA advice
“At the end, they tried to get the $120 USD, which is what Nexus would have wanted in the beginning,” Saunders said.
When CTV News reached out to the CBSA, a spokesperson shared in a statement that it “does not request money for application fees through advertisement on social media. NEXUS is a bi-national program administered by the CBSA and the United States (U.S.) Customs and Border Protection (CBP). The fee for a five-year NEXUS membership is $120 USD.”
Nearly two million Canadians are NEXUS cardholders, making it faster and easier to cross back and forth between Canada and the United States. To apply for the trusted travel program, you can visit the Government of Canada’s website.
You can also renew or replace your NEXUS card directly through the Homeland Security, Trusted Traveler Programs website.
After applying for the NEXUS card, the CBSA and the U.S. Customs and Border Protection will review your application, and once you’ve conditionally been approved, you will have to complete an in-person interview the first time you apply for the NEXUS card.
As for Saunders, she told CTV News she’s frustrated that after paying over C$800 to a third-party company, she will have to start the process all over again.
“It’s just not okay, and I’m just angry and upset about it,” Saunders said.
With files from Farah Chandani
