Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/23/24 I was charged $168.85 for what was described as "Apply for your Passport." It was not what I thought I was paying for. This company presents itself as a government office but provides nothing for you. Once I alerted the company about its fraudulent practice and requested a refund, they simply said it was passed the 120-day threshold to give a refund.

  Business Response

  Date: 11/15/2024

  Dear ***** *********,

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on November 14th, 2024. 
  

  Regarding it, we hereby would like to state the following:

  Please be informed that we are a private company not linked to the *************** that offers assistance in filling out passport application forms for a private fee. This information is duly indicated in our Terms and Conditions, as well as in the disclaimer which is always available on the top and the bottom of the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the **** official Government Passport website without hiring our assistance services. 
  
  Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding ********************. Therefore, we are completely upfront regarding our companys identity and professional services.
  
  That said, after reviewing your application we confirm that your **** passport application form (DS-11 form) has been successfully completed and sent to your email on April 23, 2024, and the form was downloaded by the customer on April 24, 2024.  Therefore, our services were correctly rendered. 
  
  Regarding your refund request, in our Terms and Conditions can be read that refund requests must be made within a maximum period of 120 calendar days after the payment confirmation email for our assistance services is received. After checking your customer file, we confirm that payment for our services was made on April 23, 2024, and your refund request was received on November 14, 2024. 
  
  Your request is outside the mentioned deadline. Therefore, the requested refund cannot be processed.
  
  
  We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have. 
  
  Yours sincerely,
  Customer Service Department
  

  
  

  Customer Answer

  Date: 11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/29/24 I was charged $128.95 for what was described as "Passport Renewal and passport insurance". Neither were what I thought I was paying for. This company presents itself as a government office, but provides nothing for you. Once I alerted the company about it's fraudulent practice and requested a refund, they simply said it was passed the 120 day threshold to give a refund. This should not be allowed. They are scamming customers.

  Business Response

  Date: 09/06/2024

  Dear *********************************,

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on September 5th, 2024. 
  

  Regarding it, we hereby would like to state the following:
  

  Please be informed that we are a private company not linked to the *************** that offers assistance in filling out passport application forms for a private fee. This information is duly indicated in our Terms and Conditions, as well as in the disclaimer which is always available on the top and the bottom of the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the **** official Government Passport website, without hiring our assistance services. Therefore, we are completely upfront regarding our companys identity and professional service, and users have at all times the appropriate information to decide if they want (or not) to contract our services.
  
  We would also want to clarify that, our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding **** Passport Agency. After reviewing your application, we confirm that your completed *** passport application was sent to your email address on April 29, 2024, and it has also been verified that the user downloaded the *** passport form on dates: June 2nd, 2024, June 3rd, 2024, and July 1st, 2024.   
  
  Having said that, we confirm that even though all our services were correctly rendered, and given that customer satisfaction is one of our goals, it has been approved to make an exception to our Refund Policy and refund you the total amount you paid for our assistance services. Therefore, we confirm that the amount of ****** USD has been returned on September 6th, 2024 directly to the same credit/debit card used, and no further action is required. Please note that this process can take up to 10 business days to be completed, depending on your bank.
  
  
  We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have. 
  
  Yours sincerely,
  Customer Service Department

  
  

  Customer Answer

  Date: 09/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 6, 2024 I applied for a passport renewal for my son. I thought I was on the US government website and was not. I entered my son's information (SS number, Old passport number, DOB etc.) and am afraid his identity/credit will be stolen and/or ruined. I paid the company $148.90 for a service that I could have done for free. All I would like as a resolution to this problem is to receive confirmation that my son's personal information has been deleted from this company's files. I tried contacting the company with no answer to my multiple phone calls. I'm not sure how this can be confirmed but I am concerned about his identity as he is a college student. I would not like for this to have an impact on loans/scholarships/future credit history.

  Business Response

  Date: 06/22/2024

  Dear *************************, 

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on June 19, 2024. 
  

  In regard to it, we hereby would like to state the following:
  

  We confirm that after having carried out all necessary internal checks, we have not found a customer file in our databases which corresponds with your information or neither to the email you have provided us with while submitting this complaint. We kindly request you to write us to the following email address in order to solve the inconvenience arised:  *********************** Furthermore, we would like to ask you to specify in the request:
  

  - Name and surname of the applicant. 
  - Email address used when creating the application
  - Application reference code received in the payment confirmation email. It is an alphanumeric code consisting of 8 characters (a combination of letters and numbers)
  

  We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have.
  

  Yours sincerely,
  Customer Service Department

  
  

• Initial Complaint

  Date:05/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company website was extremely misleading. It is masquerading as a govenment website and appears to serve as the website to apply for a passport. It is the first website that comes up upon searching "new passport application". They are not providing any true service. Everything you enter for their form is the same information you can enter for free on the legitimate government website. They charged $89.00 for the passport fee, $39.95 for insurance, $19.95 for the passport card and $19.95 for priority service for a total of $168.85. This is a scam.

  Business Response

  Date: 05/10/2024

  Dear *******************, 

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on May 6th, 2024. 
  

  Regarding it, we hereby would like to state the following:
  

  Please be informed that we are a private company not linked to the U.S. Government that offers assistance in filling out passport application forms for a private fee. This information is duly indicated in our Terms and Conditions, as well as in the disclaimer which is always available on the top and the bottom of the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the U.S. official Government Passport website without hiring our assistance services. 
  
  Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding U.S. **************** Therefore, we are completely upfront regarding our companys identity and professional services.
  
  Notwithstanding the foregoing, and although the services were correctly rendered, we confirm that the refund for our services fee was already processed and the full amount charged was returned on May 6th, 2024, to the same method of payment used, as per your request.
  
  
  We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have. 
  
  Yours sincerely,
  Customer Service Department
  

  
  

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought I was applying with a government website to renew a passport. I was not, I was informed by my local govt passport office, with an in person visit. I called the passports.org # and found they said they sent an application via a PDF but I could not open it- which lead me to go to my local passport office where I learned this business is not official govt passport renewal application site. Im talked to a rep twice asking what do they do with my personal. Email address & my daughters social security number?? He assured me they have no access d/t the security systems they have in placeWww.yourpassports.org Form Genius LLC, L160000180466 ************************************************************************* (your site has a different address for same business)************ App ref # 6UE8LRV8 Ive called my credit card company to despute charges elan ********* Services ********** Despite #************ Credit card company agreed it was a good idea to report this company to better business bureau Im ok w/being duped out of $89.00 For making my mistake thinking I was renewing my daughters passport application online, but my credit card company will credit their $89 process fee (for a false application & blank promised PDF of US PASSPORT APPLICATION) BUT! I am very concerned about my daughters social security *********** personal email address is now with this company. I also DO NOT want anyone else to be deceived by this company So I wish to report them as fraudulent.The company even pops up first in a ****** search which further deceives me the consumer b/c I thought it was an official site by its name, url site address & email address

  Business Response

  Date: 05/10/2024

  Dear *******************, 

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on May 6th, 2024. 
  

  Regarding it, we hereby would like to state the following:
  

  Please be informed that we are a private company not linked to the U.S. Government that offers assistance in filling out passport application forms for a private fee. This information is duly indicated in our Terms and Conditions, as well as in the disclaimer which is always available on the top and the bottom of the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the U.S. official Government Passport website without hiring our assistance services. 
  
  Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding U.S. **************** Therefore, we are completely upfront regarding our companys identity and professional services.
  
  Notwithstanding the foregoing, and although the services were correctly rendered, we confirm that the refund for our services fee was already processed and the full amount charged was returned on May 3rd, 2024, to the same method of payment used, as per your request.
  
  Finally, we would like to stress the fact that we offer qualified 24/7 customer service. In order to successfully reach our customer service, an email must be sent to the following email address: *********************** You can use our websites Contact Us section as well, in order to reach our customer service department. 
  
  
  We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have. 
  
  
  Yours sincerely,
  Customer Service Department
  

  
  

  Customer Answer

  Date: 05/15/2024

  PASSPORT *********** has also deceived you!   PASSPORT ********; DID NOT refund my payment of $89.00 as they stated in their reply.  MY CREDIT CARD COMPANY refunded the $89.00  on 3/23/2024. Dispute # ************ by ************** Services ************. Repeat,  MY CREDIT CARD COMPANY REFUNDED THE AMOUNT, not PASSPORT USA! 

  I called my credit card company and disputed the charge with them.  The credit card agent immediately reversed the charges stating they understood the misleading nature of the business and agreed that it was deceptive and opportunistic to the consumer (me) who was fooled into thinking this was a legitimate government passport on line application.

   PASSPORT USA's  disclaimer is in tiny little letters at the bottom of the page, easily overlooked or not seen at all.  PASSPORT USA's on line ad placement for search results for "passport application, renewal"  is at the top, the first one, the first option, even before the official US DEPARTMENT OF STATE official site. That deceived me.  That is opportunistic. Their logo is deceptive, the business name is deceptive. I have learned the hard way that one cannot apply for a renewal passport application on line at all, one MUST go personally to a passport office to fill out the application, so the nature of their business is deceptive and should not even exist.

  I found this out at the passport office when I visited, showing them the receipt of purchase. I had to go to the passport office physically b/c I could not make their application work in the link they sent. Again, this is deceptive. I  learned I have to get a passport application from the pass port office myself. Why does this business even exist? This is misleading and fraudulent to the consumer.  Which is why I contacted BBB. 
  

  MY CREDIT CARD COMPANY REFUNDED THE AMOUNT IMMEDIATELY, NOT PASSPORT USA. Their reply is dishonest and contains incorrect information to BBB. This is why I decided to reply to you to investigate further. I am pointing out that their reply is deceptive to your agency.  Listed above is my credit card company's dispute reference number. I want to make sure that other people are not deceived by this company like I was. I want BBB to know that I DO NOT agree that they refunded me already at the time of my complaint to BBB. That is deceptive and not true, my credit card company did. I do not wish for anything further in the form of compensation. My credit card company recognized the fraud immediately and resolved the matter before I hung up with them. I alert BBB so BBB is aware of the predatory nature and fraud of this company. Investigate them, here's proof of my credit card company's assistance and action. I just want to protect other consumers and make BBB aware that PASSPORT USA lied to BBB in my filed complaint against them.  I am also not happy that PASSPORT USA has personal information on my child (she needed the renewal passport) and they have my personal email address.

  I am asking BBB to investigate further using my credit card complaint number as reference. This is company is fraud, dishonest, and should not exist and they now have my personal information as well as my child's information. I am not happy about that and I want BBB alerted to this fact. I am not out for revenge, I want you aware and I think this company should be investigated further by BBB for fraud.
  

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21661847
  
  I am rejecting this response because:  PASSPORT *********** has also deceived you!   PASSPORT ********; DID NOT refund my payment of $89.00 as they stated in their reply.  MY CREDIT CARD COMPANY refunded the $89.00  on 3/23/2024. Dispute # ************ by ************** Services ************. Repeat,  MY CREDIT CARD COMPANY REFUNDED THE AMOUNT, not PASSPORT USA! 
  I called my credit card company and disputed the charge with them.  The credit card agent immediately reversed the charges stating they understood the misleading nature of the business and agreed that it was deceptive and opportunistic to the consumer (me) who was fooled into thinking this was a legitimate government passport on line application.
   PASSPORT USA's  disclaimer is in tiny little letters at the bottom of the page, easily overlooked or not seen at all.  PASSPORT USA's on line ad placement for search results for "passport application, renewal"  is at the top, the first one, the first option, even before the official US DEPARTMENT OF STATE official site. That deceived me.  That is opportunistic. Their logo is deceptive, the business name is deceptive. I have learned the hard way that one cannot apply for a renewal passport application on line at all, one MUST go personally to a passport office to fill out the application, so the nature of their business is deceptive and should not even exist.
  I found this out at the passport office when I visited, showing them the receipt of purchase. I had to go to the passport office physically b/c I could not make their application work in the link they sent. Again, this is deceptive. I  learned I have to get a passport application from the pass port office myself. Why does this business even exist? This is misleading and fraudulent to the consumer.  Which is why I contacted BBB. 
  
  MY CREDIT CARD COMPANY REFUNDED THE AMOUNT IMMEDIATELY, NOT PASSPORT ***. Their reply is dishonest and contains incorrect information to BBB. This is why I decided to reply to you to investigate further. I am pointing out that their reply is deceptive to your agency.  Listed above is my credit card company's dispute reference number. I want to make sure that other people are not deceived by this company like I was. I want BBB to know that I DO NOT agree that they refunded me already at the time of my complaint to BBB. That is deceptive and not true, my credit card company did. I do not wish for anything further in the form of compensation. My credit card company recognized the fraud immediately and resolved the matter before I hung up with them. I alert BBB so BBB is aware of the predatory nature and fraud of this company. Investigate them, here's proof of my credit card company's assistance and action. I just want to protect other consumers and make BBB aware that PASSPORT USA lied to BBB in my filed complaint against them.  I am also not happy that PASSPORT USA has personal information on my child (she needed the renewal passport) and they have my personal email address.
  I am asking BBB to investigate further using my credit card complaint number as reference. This is company is fraud, dishonest, and should not exist and they now have my personal information as well as my child's information. I am not happy about that and I want BBB alerted to this fact. I am not out for revenge, I want you aware and I think this company should be investigated further by BBB for fraud.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/17/2024

  Dear *******************, 

  In respond to your last communication through Better Business Bureau, we would like to inform that our company is firmly committed to regulatory compliance. Consequently, the identifying information of our company is provided on the disclaimer as well as in the Terms and Conditions at the bottom of our websites homepage.
  
  We encourage you to consult our ****** texts: (i) they indicate the means of contact with our company and (ii) they are permanently available on our website for consultation by individuals at any time, in compliance with the regulations that apply to us.
  
  
  Likewise, users can also consult our Privacy Policy on our website where they will find all the relevant information to better understand what we do with their personal data. In this sense, please be informed that all personal data collected and processed by our company is stored confidentially and securely in our information systems. We have established the appropriate technical and organizational measures to safeguard and protect the personal data processed of improper access by unauthorized third parties.

  Best Regards, 
  
  

  Customer Answer

  Date: 05/17/2024

  I am informing BBB of this Company's activities. I think this is deceptive. I think the company deceived BBB by stating that refunded me. They did not, they refused. My credit card company refunded me the *** charged by PassPort ***. They refused to. My credit card company gave me a dispute number and immediately refunded the charge.

  They have my personal information that they store electronically and securely. I don't want them to even store that information on file.

  I am reporting this business to you to make you aware that I think they are deceptive. And I want my personal information and credit infomation released, not stored, securely.

  I think BBB should be aware of this company and their deception, this is why I filed the report. My credit card already refunded me. I dont' want others deceived as well.

  I also don't want PassPort *** to have and store my personal information, at all, even though they state its secure. I dont' believe them.

   

   

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21661847
  
  I am rejecting this response because:  I now want you to release my personal information from your site. I do not believe it is "secure" I believe you sell or market my information to other businesses, the offering a free passport application is the bait to get my personal information.

  I want all information released, and not stored. I do not wish for my personal information to be sold nor marketed nor used in any fashion. I want proof that you will release all information.

  I think you are deceptive, I know this by your reply that "we refunded your $89.00 fee"   NO YOU DID NOT, MY CREDIT CARD COMPANY DID THAT FOR ME.

  I HAVE submitted the dispute information and reference number of my credit card to BBB to prove that your claim was false, not true at all. A plain lie.

  That is why I do not believe that my personal information is stored by you securely. PRove it or release it. It being all my personal information you obtained from me.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/29/2024

  Dear *******************, 
  

  In response to your last communication regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on May 23rd, 2024. We confirm that your erasure right request has been duly attended to in accordance with the requirements of the applicable data protection laws and regulations. 

  An email with our response, has been sent on May 29th, 2024, directly to the same email address used to register on our website. 

  We trust the above has been of assistance.
  
  Yours sincerely,
  Customer Service Department
  
  

• Initial Complaint

  Date:04/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on their website on 4-26-24 for the purpose of filling out and paying for the paperwork necessary to acquire a passport. Unbeknown to me, this paperwork should have been free of charge. This site would lead one to believe that you are conveniently filling out the forms and paying for the passport in advance and then simply taking the forms into the passport agency having paid all of the fees up front.Their website is very misleading- it looks like you're applying for your passport when, in reality, they're just filling out the paper work. I was charged $89.00 for the passport form, $39.95 for passport insurance, $19.95 for priority service and $19.95 for a passport card. A total of $168.85 for nothing. I still have to pay all of the government fees and acceptance fees. Very misleading. I fell for it as the site looks like a legit government site - it's the first site that comes up when you search US passports. When I showed up at the passport agency in my area they informed me that I did indeed have the correct forms but that I should NOT have been charged for any of it.I am also extremely concerned that someone now has my social security number and credit card information from this scam.I would like a complete refund of the $168.85 along with some type of assurance that my information is safe.

  Business Response

  Date: 05/06/2024

  
  Dear ***,
  We are writing to you from Form Genius LLC  ***************** (hereinafter, our/the Company), owner and operator of the website www.**********************************. We hereby confirm receipt of your notice dated on April 30, 2024, with regard to the Consumer Complaint with ID ********. In this sense, we would like to point out the following:
  Firstly, we would like to clarify that Form Genius LLC  is a private company not affiliated, owned, or operated by any U.S. *************** or any government agency. As stated in our Terms and Conditions (Terms) as well as in the disclaimer which is always available on the top and the bottom of our website, the service that we offer is to facilitate passport application forms that the customer must submit by himself, by following provided personalized instruction, before the corresponding U.S. ***************, in order to obtain their desired passport application. Therefore, at no time we do offer nor ***** our customers with their official passport applications as it is an exclusive competence of the corresponding U.S. ***************.
  Having said that, and after having thoroughly carried out the appropriate internal checks, we would like to stress the fact that the customer created and fulfilled a passport application form with us on April 26, 2024. On the same day, our agents (i) reviewed the online form in order to ensure it was correct and complete and (ii) sent the printable PDF form to the email provided by the customer, together with the personalized instructions on how to submit it to the corresponding U.S. ***************. 
  In this regard, and notwithstanding the foregoing, and although our professional services were correctly rendered, we would like to highlight we exceptionally decided to refund the complainant total amount paid (****** USD). The refund was made to the same method of payment used to pay our private fees. Please, be aware that the transaction can take up to 10 working days to be completed. 
  We remain at your disposal for further clarifications regarding this issue. 
  Yours faithfully,
  Customer Service Department 
  
  

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently made a purchase from yourpassports.org which belongs to Form Genius LLC. They have many websites all doing the same scam. This website uses marketing language such as "Apply Now" and "******* passports processed" but it doesn't actually submit an application for a passport or process anything at all. I spent $108.95 on what I thought was a passport renewal and "priority service" on February 28th. My application number is DRO60AEG. Again, it is misleading to even call it an application when it simply them using a PDF editor and claiming it is you submitting an application. On their website they claim that this "priority service" will allow for a passport to be received faster....however they don't actually do anything to help you get a passport. The charge on my card came from Easy Passport, the email came from ***-passport.org, and the pdf emailed to me came from yourpassports.org. This business needs to be taken down because it is so unbelievably dishonest in the services it is providing.

  Business Response

  Date: 03/12/2024

  Dear *****************************, 
  

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 6, 2024. 
  

  Regarding it, we hereby would like to state the following:
  

  Please be informed that we are a private company not linked to the **** Government that offers assistance in filling out passport application forms for a private fee. This information is duly indicated in our Terms and Conditions, as well as in the disclaimer which is always available on the top and the bottom of the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the U.S. official Government Passport website without hiring our assistance services. 
  
  Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding U.S. **************** Therefore, we are completely upfront regarding our companys identity and professional services.
  
  After reviewing your customer file, although our services were well rendered, we confirm that the full refund for our services fee was already processed on March 6, 2024, as per your request. 
  
  We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have. 
  
  Yours sincerely,
  Customer Service Department
  

  
  

• Initial Complaint

  Date:02/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/06/2023. I thought I was applying online for a passport. The website used logos that indicated it was a government agency. All I got was a free form that I had already picked up at the post office.

  Business Response

  Date: 03/12/2024

  Dear *****************************, 

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, case #********, which we were notified of on February 29, 2024. 
  

  Regarding it, we hereby would like to state the following:
  

  Please be informed that we are a private company not linked to the U.S. Government that offers assistance in filling out passport application forms for a private fee; on the homepage of our website, it is also indicated that the individual can carry out a passport application directly throughout the government website without our professional assistance. 
  
  We have checked your information and confirm that your Passport renewal application (DS-82 form) has been completed and sent to the email address ********************
  on December 6, 2023. 
  
  Notwithstanding the previous, and although the services were well rendered, please be informed that on February 29, 2024, we have already proceeded to make a full refund of the charges made directly to the same method of payment used. 
  
  Additionally, we would like to stress the fact that we offer qualified 24/7 customer service. To successfully reach our customer service, an email must be sent to the following email address: *********************** You can use our websites Contact Us section as well, to reach our customer service department. 
  
  
  We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have. 
  
  Yours sincerely,
  Customer Service Department
  

  
  

  Customer Answer

  Date: 03/15/2024

  The firm said it will credit my credit card account within 10 business days. I have disputed the charge, and got a temporary credit, but Genius LLC has not refunded the amount they say was due me. Moreover, their response was misleading if not an outright lie. It said it could NOT send me the application. They did. (My complaint was that its misleading website could be easily confused as an actual passport application, as evidenced by another complaint on your website.)

  The BBB should insist that the company stop these misleading practices, and remove its high BBB rating until it does so.

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company appears to be a passport renewal company and charged us ****** for a form that is free in the **. Government website. It was not until the confirmation email that we realized the fine print. I have emailed my complaint directly to them. However I do not want anyone else to fall for this thinking they are renewing their passport on this site. It is the first website that appears on the ****** search. Also I fear my personal information is now compromised.

  Business Response

  Date: 01/27/2024

  Dear *************************, 

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on January 22, 2024. 

  Regarding it, we hereby would like to state the following:

  Please be informed that we are a private company not linked to the **** Government that offers assistance in filling out passport application forms for a private fee. This information is duly indicated in our Terms and Conditions, as well as in the disclaimer which is always available on the top and the bottom of the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the U.S. official Government Passport website without hiring our assistance services. 
  
  Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding U.S. **************** Therefore, we are completely upfront regarding our companys identity and professional services.
  
  After reviewing your customer file, although our services were well rendered, we confirm that the full refund for our services fee was already processed as per your request. 
  
  Finally, our Privacy Policy is permanently available on our website for consultation by individuals at any time, in compliance with the regulations that apply to us.
  
  We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have. 
  
  Yours sincerely,
  Customer Service Department
  

  
  

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This site is very misleading- it looks like youre applying for your passport when really theyre just filling out the paper work. I was charged $89 for the passport form, $39.95 for passport insurance, $19.95 for priority service and $19.95 for a passport card , total of $168.85 for nothing. I still have to pay all of the government fees and acceptance fees. Sneaky sneaky, I fell for it as the site looks like a legit government site, its the first site that comes up when you search US passports.

  Business Response

  Date: 11/30/2023

  Dear Sirs,
  We are writing to you from Form Genius LLC ***************** (hereinafter, our/the Company), owner and operator of the website WWW.yourpassports.org. We hereby confirm receipt of your notice dated on November 29, 2023, with regard to the Consumer Complaint with ID ********. In this sense, we would like to point out the following:

  
  Firstly, we would like to clarify tha Form Genius LLC  is a private company not affiliated, owned, or operated by any U.S. *************** or any government agency. As stated in our Terms and Conditions (Terms) as well as in the disclaimer which is always available on the top and the bottom of our website, the service that we offer is to facilitate passport application forms that the customer must submit by himself, by following provided personalized instruction, before the corresponding U.S. ***************, in order to obtain their desired passport application. Therefore, at no time we do offer nor ***** our customers with their official passport applications as it is an exclusive competence of the corresponding U.S. ***************.

  
  Having said that, and after having thoroughly carried out the appropriate internal checks, we would like to stress the fact that the customer created and fulfilled a passport application form with us on November 28th, 2023. On the same day, our agents (i) reviewed the online form in order to ensure it was correct and complete and (ii) sent the printable PDF form to the email provided by the customer, together with the personalized instructions on how to submit it to the corresponding U.S. ***************. 

  
  In this regard, and notwithstanding the foregoing, and although our professional services were correctly rendered, we would like to highlight we exceptionally decided to refund the complainant total amount paid ($168.85). The refund was made to the same method of payment used to pay our private fees. Please, be aware that the transaction can take up to 10 working days to be completed. 
  We remain at your disposal for further clarifications regarding this issue. 

  
  Yours faithfully,
  Customer Service Department