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Business Profile

Passports and Visas

Passportsandvisas.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Passports and Visas.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/19/2025

    Type:Product Issues
    Status:
    Unanswered
    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 wanted to get a new passport just to have. I ordered an expedited passport thinking I could get one right away in 9 days by spending a few hundred dollars more. Nowhere on the order page on their website stated I have to be traveling to get an expedited passport. I get an email the following morning from an agent by the name of ***** ********* giving me the list of documents I need to submit, one of them being Proof Of Travel. I emailed her stating I wasnt traveling anywhere and she replied that I must call right away to cancel my order because I Must be traveling to get an expedited passport. I called right away, canceled my order on 11/19/24 and was told I would receive my refund in 15 business days. I have called a few times since the 15 business days expired and am told by agents that theyll put in another request for my refund of $327.10 and I have still not received my refund.

  • Initial Complaint

    Date:12/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Collected my passport and money for helping with ***** I paid for urgent services. They have not provided me with any services and refuse (in action) to return my passport or money. I have called and emailed over 20 times, they have not returned a single phone call or email. They at this point are holding my passport against my will. They will keep telling the same thing over and over on the call to buy time, and to exhaust people from calling without doing anything. They basically stole my money and my passport and have done this to other people.****** ***** was the *** assigned to me, who also happens to be the owner of the company. It appears that the guy and his company are in trouble and they are just collecting the money from people. Here are the stories from other people with the same issues, where their passports have been stolen. This business and website needs to gets shut down, as they are ruining peoples vacations.********************************************************************************************

    Customer Answer

    Date: 01/21/2025

    The business returned my passport after holding it for over two months without any action or communications. I did have to file police report and order a new passport, which cost me additional money. 

    The business did not provide any explanation for holding my documents. It ruined my travel plans and I am still on hold waiting for my new passport to arrive.

     

  • Initial Complaint

    Date:11/25/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the expedited passport renewal service and couldnt use it due to the airline canceling my flight. So I requested a refund with 12 hours of purchasing the service and never used the service. I was never refunded my money and *** left multiple messages for someone to reach out too me and Ive gotten no response as of today, 11/25/23.

  • Initial Complaint

    Date:09/07/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 used this company to have my passport expedited. They said it would be $200 to receive my passport in 25 days, plus $190 to the state, so I initially paid them $390 and mailed them my previous passport. It was supposed to be overnighted via ***** and their company told me that ***** took 3 days instead of 1, and that I was now within a different time window and had to pay another $200 to have my passport expedited in 9 days instead. I did so, and received a tracking number at day 7 or so. The tracking number never worked. Once my package said it was delivered and I knew I hadn't received it, I called again and they kept giving me roundabout answers and never really addressing my direct questions. I asked what needed to be done to fix this and they said I'd have to pay another $190, which I was definitely not going to do at this point. After following up many times via phone and not getting anywhere, I resorted back to email and was immediately blocked. This company took my passport and my money and ran. I didn't have my passport in time for my trip and they have completely stopped answering me. They need to be shut down. ***************************** is the worst out of all of them. I have 2 email strings but they are too large to upload. I can provide another way if needed.

  • Initial Complaint

    Date:08/07/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 ordered this service and shortly after (within 24 hours) cancelled. This company double charged my card and when calling back to get my refund situated they said it will take ***** business days. Ok, so we wait ************************************* our account. I have been calling non stop trying to get ahold of them and I am constantly getting hung up on and told they can do nothing. The only solution is to wait. This is a warning to anyone.. DO NOT call this company or do business with them. They are horrible.

  • Initial Complaint

    Date:07/18/2023

    Type:Product Issues
    Status:
    Unanswered
    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 to have my passport expedited because I was going on a business trip. I paid $738.00 to get this done. When I called in about my order on the same day, June 16, 2023, order #*******, I canceled the order immediately after I was told the process and I explained it would not work for me. They told me it would take 7 to 10 days to receive my refund. I have yet to receive it as of July 18, 2023. I have called multiple times and get transferred, I leave messages, sent an email and no response. I just want my money back and their customer service is horrible. I went on the website www.passportandvisas.com and I cant get any answers. Please help,

  • Initial Complaint

    Date:06/27/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    They don't respond, have called 6+ times, emails 4+ times with no responses. Everything is automated even when you add the *****************.

  • Initial Complaint

    Date:06/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Paid for the 25 day service. I did my part with sending in checks and my previous passport. It's been over 50 days. My new passport has not come. I've called to find out what's happening and was given the runaround. When I called the agent, *********************** was able to pull up my account. Since then my account has become unavailable on the website and they will not answer the phone at all. So I am out of time, my original passport is gone, and I am left without recourse except to get a 24 hour passport somewhere else, claiming a lost passport. There is no escalation line so I am out of luck.This company is absolutely not reputable. I think it's a complete facade, run by incompetents. If it's even more than just one person.

  • Initial Complaint

    Date:06/21/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    False advertising has led me to believe that I would receive my passport back within 25 business days. However, they do not answer phone calls, and my main advisor is unresponsive to both emails and phone calls. This reflects poorly on their business practices. I was informed that the government agency they utilize is one week behind schedule, but they refuse to provide a partial refund despite their inability to fulfill their advertised timeline. Their excuse is that they have no control over the government agencies. Their website is misleading, and they are taking people's money without providing proper updates. As a result, I now have to change my flight and pay extra money because I still have not received my passport. Every time I contacted customer service, I was always disconnected without receiving a follow-up call.

  • Initial Complaint

    Date:06/06/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 paid for expedited passport renewal....service included "concierge service" leading me through the process and promise of timely communication throughout...i paid and submitted all requested information, sent my old passport and have heard nothing since...no response to my several emails...calls are not answered, my contact's phone has a "full mailbox"....and of course no valid passport received...i'm afraid i've been scammed.

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