We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

Sort by

Complaint status

Complaint type

  • 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".

  • Initial Complaint

    Date:04/03/2025

    Type:Billing 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.
    3/31/25 I went online to get information regarding how to get a passport and I thought I was on a government sight. I entered all relevent information for a passport and paid about $130 from debit card. Now this company has all my sons's identitifiers and I am afraid they are going to hack his accounts. I put freezes at all 3 credit bureaus and put passwords on remaining accounts. I also set up lifelock. Don't know what else to do. Please provide any info you have about this company

  • Initial Complaint

    Date:04/03/2025

    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.
    I thought I was renewing passports for myself and my husband (I paid $94.94 per passport) and instead, received an email with our completed paperwork attached which I learned needed to be submitted to the *******************. I called USSD and learned from them that this is a scam and that I would still need to pay $130 per passport and submit my paperwork.I would like a refund and I would like to ensure that My Passport Hub has destroyed / does not keep my paper work which has sensitive info like our social security numbers. My Passport Hub is effectively posing as the passport conduit for ******************* which to me seems fraudulent or at the very least not transparent.

  • Initial Complaint

    Date:04/01/2025

    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.
    ON March 25, 2025 I used the website ****************************** to attain a renewal form for a passport, I was supposed to get the form back by email within 24 -48 hours Our experts will thoroughly review your application over the next ***** hours to ensure there are no mistakes that may cause delays in the processing of your passport. Once reviewed, you will receive your complete PDF application form and personalized instruction to complete the process. I did not receive any email, and I tried twice more to contact them via their website contact form with no reply. I am very disturbed since they have my SSN and my Passport Number. I contacted my credit card company, and disputed charge and shut down my card.

  • Initial Complaint

    Date:04/01/2025

    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.
    Website is potentially fraudulent. This is NOT clear that it is not an officially sanctioned website by the US GOVERNMENT.

  • Initial Complaint

    Date:03/31/2025

    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.
    On 3/29/25 I was attempting to help my elderly grandmother/***** ****** replace her a lost passport online for the convenience. This agency was not a government agency. Charged a fee to fill out the forms I filled out and I would still have to take passport photos and file at a passport agency. I did not use the seevice once i found out it was not fully online. I requested a refund on their website and called the number listed. No live person ever answered the phone. No one responded to my email and or website correspondence dispite the website listing they are 24/7.

  • Initial Complaint

    Date:03/31/2025

    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.
    This business has disguised itself as a government agency that issues passport applications and processes payments. This company does not have any authority to process passport applications and took processed $130 for the passport fee. I am requesting my funds are refunded to me. The business also has all my personal information, and I am requesting that data is deleted from their database. They are charging for forms that are free from the government.

  • Initial Complaint

    Date:03/31/2025

    Type:Service or Repair 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 wanted to get a new passport and I went on search engine and out of been a first time user I stumbled on there site in the search engine and filled the form and paid for a service which I can easily do only to find out that they just want to help me review my documents. the moment I submitted it was when I realized and immediately I sent them a message for refund which wasn't up to 2minutes and they did not respond to my email or complaint. I only need them to refund my money cause their service is not needed. thanks

  • Initial Complaint

    Date:03/31/2025

    Type:Service or Repair 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.
    Used this business as suggested by US ***** of State to fill out a DS11 passport form. Was told completed form would be sent via email within a few hours. my mother paid the ***** fee and I have not heard from them since. I have tried contacting them via form that said they have 24/7 customer service. I have messaged them 4 times using the form and once using their email. I have heard nothing.

  • Initial Complaint

    Date:03/25/2025

    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.
    Want a refund.Unable to contact company.

My Passport Hub is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.