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:11/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The company lead me to believe that this application website covered all I need to do from start to finish with my passport process. They also did not advise me how much I was going to be charged at point of purchase. I did not know they charged me $90 for each of the applications I completed. I have attached the invoices that were sent a day later for both the application that were completed for myself wife and I. I have reached out to the company asking for a refund and they said they are not going to send me a refund since I downloaded the documents. I have since then went to the post office and had to repay the fee that I made to them to fill out this free form from the post office. Had I known that as well as how much they were charging I would not have caused this company.

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a service online for a US passport. I originally thought that this charge was for my passport but ultimately found out it was an Independent business that helps with passport services. It was my mistake on this so I decided I would eat the charge of $90. I filled out the form and then printed it out. I went to the ************** today and they told me I couldnt use the application as every box was checked when only 1 answer was correct. The clerk even went and consulted another employee and both said I couldnt use the application and that I needed to fill out another one I returned home and contacted USA-passports and explained the situation to them via email. The return email said that the application was manually checked and it was ok to use. I tried explaining that when I went to use it, I was not able to use it and I would like a refund. After a few emails back and forth, they stopped responding to my concerns. I have never gone through this process before as I have almost always been able to resolve the problems with businesses. I dont think this is very professional and others should be warned about this business. Again I would like a full refund of $90. I have retained the copy of the email and printed application to prove my case. Thank you

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had done an online search to get a new passport as my old one had expired. This website came up and looked like a legitimate website for ordering a new passport. I completed the order and then received an email the next day to find that they are only an assistance company, after having clicked on the "download your order" link and it completing an automatic download. I reached out as soon as I realized what this was and that I had paid $90 for someone to fill out the application I could have done MYSELF for FREE!! They are refusing to refund my money, stating that they provided the services included in the fee. I explained my side and they still refused to refund the money. I want a refund and this business NEEDS to do better with calling out that they are NOT a passport provider and only an assistance company. It would save a lot of people the headache and SCAM of a fee for a service not needed.

• Initial Complaint

  Date:02/25/2024

  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 10/23/23 I used ISPassport online thinking I was applying for my passport and my husbands. I paid $180 in fees for two applications. I was refunded $160 after asking a refund. However, since using that service I have had numerous identity theft issues. I had a **** of America Air France card opened, my husband and I both had applications for **** of America Royal Caribbean Cruise cards. I also had someone use my Kohls card in ************** and an attempt to transfer $11,000 on my credit card. All of this occurred within two days of using this website and giving my private information to.

  Business Response

  Date: 02/26/2024

  To whom it may concern,
  
  First of all, we won't accept claims that this  identity theft was caused by our website and This consumer should have proof supporting her claim, which she must send to us as we will seek legal advice to action any unfounded claims that are not associated with our company.
  
  Please be aware that our website is extremely secure since we don't disclose any of our customers' information with any other third parties and we use the most recent technology and system security to prevent any unauthorized access or exposure of our customers' information.
  
  Also, we continuously update our security system to guarantee that all customer information is highly secure  and we are aware of how sensitive it is.
  
  Furthermore, we have had numerous complaints about this regard but after further investigation it turns out they are not our customers or it was not from our side.
  
  Finally, all of the customer's information was removed from our database after his order was canceled and refunded.

• Initial Complaint

  Date:02/15/2024

  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.

  Purchased services through this business. Services were not fulfilled. They deleted our records after a period of time (no said limit was communicated to ** or any deadline). After this so called deadline passed and we attempted to redeem our purchase we were told all records were deleted and there was nothing that could be done. When we then asked for a refund or the ability to go through the process again, we were denied. Our money was essentially stolen. Do not waste your time with such a worthless company.

  Business Response

  Date: 02/18/2024

  To whom it may concern,

  We have already informed the customer that we are unable to retain applicant information for longer than three months due to security regulations.
  
  Before this time frame our system continuously sends links and reminders to customers to remind and inform them that the link is valid for a particular amount of time. If we didn't receive feedback through the email reminders, we instructed agents to call consumers to alert and instruct them of the link validity deadline. 
  
  Moreover, We checked and found that the customer had previously downloaded the documents. as our system indicated.
  

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21299942
  
  I am rejecting this response because: 

  1. There is no mention anywhere on their site of a time limit to maintain access to purchased services  

  2. There was no communication specifically stating that we needed to do anything on our part over a certain period of time or documents would be deleted  

  3. it is clearly stated in their FAQs that if there are issues, a refund will be provided. No refund or option was offered  - Just a tough luck response   

  You cannot charge someone $90 for a service and not communicate a deadline then blame the system for deleting records and tell them they are out of luck because you sent some emails.  If the 3 month timeline was known in advance, then this would never have happened as wed have completed the work by that deadline. Unfortunately, its not communicated via email or on the site.  
  

  How does one enforce and unwritten policy to the consumer? The website and communication needs to be updated accordingly and my $90 needs to be refunded.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/19/2024

  To whom it may ****************** we've already mentioned it is made clear in the reminder links  that they are only valid for a specific amount of time. Also, the customer has already received the service she paid for and downloaded the paper.
  Please find the attachment with the download history.
  
  Moreover, please be aware that we are not permitted by law to retain any applicant information for an extended length of time.
  
  Finally, Refunds are within a period that is widely acknowledged as 3 months. Including banking institutions which only allow chargebacks in this period. If the banks have this rule why would it not apply to businesses? 
  
  Unfortunately, we are unable to provide a refund or deliver the documents again.

   

  Thank you.

• Initial Complaint

  Date:01/22/2024

  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 organization led me to believe it was affiliated with the branch of the ** government responsible for passport applications. I completed the process with the understanding that my passport was being renewed. After asking for additional information about passport processing times I was informed that I did not in fact apply for a new passport but signed up for some service to "assist" me with completing the process. No service or assistance was provided other than charging my card for a fee that has no relation to the fees applicable to getting a new passport.

  Business Response

  Date: 01/23/2024

  To whom it may concern.
  
  As a third-party company, we are being more transparent about our independence from the government. This was made very obvious on our website in several  places, along with the terms and conditions that the customer personally agreed to and signed before making a payment.
  
  The services we offer are also listed in the "additional benefits" section of our website. Furthermore, for those who prefer not to use our service, we offer a direct link to the Government website. For that we strongly recommend the consumer to visit our site and double check this information.

   

• Initial Complaint

  Date:11/18/2023

  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.

  The business is a scam. They took personal information, including my social security number and charged my $90 for a passport on 11/18/2023. I would like a refund. They collected my address, my DOB, my parents names and DOB and city of birth, my occupation, and my place of employment. The order number they provided me with is* **********

  Business Response

  Date: 11/20/2023

  Hello,

  This customer never requested a refund at anytime. As mentioned on all our responses to these kind of complaints, if a refund is requested within the refund window, we happily refund with no questions asked. If this customer has bothered to contact us first, this would not have been necessary. If they did contact us we would like to see the copy. 

  Attached the refund receipt. 

  Regards, 

  Management.

• Initial Complaint

  Date:11/10/2023

  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 went online on Tuesday November 7, 2023 to find out the process to renew my US passport. I clicked on the link for US passports and was brought to this site uspassort.online. I filled out the information required and paid a $90 fee which I thought was for renewing my passport. Shortly thereafter, I received an email with the information I filled out on the website, instructing me to download the forms, check for accuracy, attach my passport photo, and mail it in with a check or money order for the passport. I was confused as to why I paid $90, and still have to pay more money for a passport? I thought this was what I was doing. I then complained to the business via their website, and they confirmed the $90 was a fee to process the application form correctly on our website, and that I still needed to pay the passport fees. This is NOT how they represented themselves on the website. They are deceiving people into believing they are the US Government. This is a horrible, and deceiving business process and they should be upfront about everything, not wait until you inquire about the charge before they tell you the truth. As a senior citizen I am completely appalled at this type of business process.I have disputed the charge with my credit card company.I have asked for a refund (11/10/23) from the company in question, and informed them I have disputed the charge and will be filling a complaint with the BBB.

  Business Response

  Date: 11/29/2023

  To whom it may concern,
  Our website makes the main service obvious by listing and clarifying its purpose on several pages. We also encourage users to read the disclaimer and agree to the terms and conditions before completing the payment process.
  Furthermore, we grant ****** requests in the event that an applicant misunderstands the services we offer; as a result, we handle these requests and issue ******s in accordance with our ****** policy.
  Instead of asking for a straight ******, the complaint customer chose to dispute the charge and resolve it with her bank.