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Business Profile

Passports and Visas

My Passport Hub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Passports and Visas.

Complaints

Customer Complaints Summary

  • 22 total complaints in the last 3 years.
  • 22 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:05/20/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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 renewed my passport with them on 4-17-25 and have not received my passport. I have emailed them and tried calling them. The call goes to an automated answer each time and I can’t leave a voicemail. I believe I was scammed out of $94.95

    Customer Answer

    Date: 05/21/2025

    I received an email from the company and they will refund me. If I don’t receive the refund, I will contact BBB. Thank you for your help!
    ******* ******

  • Initial Complaint

    Date:04/29/2025

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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.
    Date: 3/29/2025 Amount: $119.90 My Passport Hub is a company that has created a web page with misleading advertising. Their web page has proclaimed how many passports have been processed through their website deceptively. The perception they create is that completing the passport application process through their website is all you need to do to complete an application. The reality is that they have created a duplicate form consistent with the ************************* requirements to submit an application to the ****. When we indicated to the postmaster that we already paid to submit the application, he replied that the **** is the only official governmental entity that processes passport applications. I discovered after returning to the site the charge was a processing fee for filling out the form using their Adobe Acrobat Reader form.

  • Initial Complaint

    Date:04/25/2025

    Type:Product Issues
    Status:
    Unpursuable
    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.
    My Passport Hub says that they offer passport applications. You fill out the applications and they will send you the application to take to the post office. They claim their form is cheaper than the form at the post office. One, the form for a passport is free and two, they never send you the filled-out form to take to the post office. They charged me $119.90 for something that would have been free and they never shared the form with me. This is what their website says: Fill in and edit your passport application online with our easy-to-use web tools Filling out a new passport application (DS-11), renewal form (DS-82) or reporting your document lost or stolen (DS-64) can be a meticulous and cumbersome job. However, to make this task a little easier, ****************************** aims to make getting a passport a lot smoother to manage.Our primary goal is to simplify and streamline the process of application. To do this ****************************** offers an online passport editor for DS-11, DS-82, and DS-64 forms. This lets you fill in and modify the application form of your choice, which can then be downloaded and printed before it is submitted at a local passport acceptance *************************************** is not part of the *************** and is not affiliated with any ************************* or entity. We are a privately owned business that offers a third-party service that supports clients when completing a passport application and assists them in the creation of the error-free form needed to obtain a passport.

  • Initial Complaint

    Date:04/17/2025

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Was looking to renew passport and got redirected to this website and entered my personal information. While payment did not go through, I did send a request to the business email and did receive a response, but after my reply, I have not heard anything back. I have requested my data to be removed from their information systems.

  • Initial Complaint

    Date:04/16/2025

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Their webpage is set up to catch unsuspecting people by making them THINK they are paying for renewing their passport on line. Instead they are charging well over $100 simply to fill out a PDF form which can be downloaded for free from the government site. I have asked for my money back but have not received it.Applied for passport for my spouse.

  • Initial Complaint

    Date:04/14/2025

    Type:Delivery Issues
    Status:
    Unpursuable
    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 website advertised that they could ovarian an expedited passport renewal online. We even paid an extra expedited fee. After filing out all the information and thinking that we had submitted for a renewed passport, days later received an email with documents to print and mail to receive a passport.

  • Initial Complaint

    Date:04/10/2025

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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 $94.95 to renew my passport, website looked legit like government website. I received payment verification email and it stated this does not include government fees for passport. I immediately got back on website and there was a request refund which I did within 15 minutes of paying. I tried calling several times. It always answers unavailable even though it says 24 hour customer service. I have contacted them 3 times asking for refund on their refund request section. I've not received any response. It is a complete scam!!

  • Initial Complaint

    Date:04/07/2025

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Date of transaction: 4/7/25. I went online to apply for a U.S. passport and gave my information to what I thought was a legitimate business. I gave them my debit card information and they withdrew the money, but I then realized I would NOT be receiving an official passport, but a *** file of my application to bring to a passport office. They advised online that the *** file would be received within 2 hours of my transaction. They withdrew $183.85 from my debit card and as of yet, I haven't received anything from them.

  • Initial Complaint

    Date:04/07/2025

    Type:Customer Service Issues
    Status:
    Unpursuable
    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 attempted to renew my passport and wife's online with this service. They took my payment, and were supposed to provide a completed application form and expedited process. The link provided after filling out the form and paying does not work. I have attempted to contact customer service via the listed phone number and email - no response, and the phone number has an automated message stating no one is available. The *********** said this operation is not legitimate, and they now have sensitive information. I am seeking help getting my money refunded as there is no customer service and they did not provide the service promised.

  • Initial Complaint

    Date:04/07/2025

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Date of transaction: 4/3/25 Amount of money I paid: $133.95 This business committed to provided 24/7 assistance. There was a error in my form so I sent an emailed and haven't got a response. I also called their customer service number ************), during different times of days and the message always states "we aren't able to answer your call at this time".

My Passport Hub is NOT a BBB Accredited Business.

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