ComplaintsforPassport Help Services INC

• Initial Complaint

  22/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i went on the website seeking to renew my birth certificate, you had to enter your info and they asked for my credit card info... before i could proceed with the filling and filing the documents, they had taken the money out of my account...i called them immediately and asked for a refund of the money they took out before i could actually do the process...i said i wouldn't be continuing with the process...the women said they would reimburse me by end of day which never occurred. i tried to go on the website again ********************** and can no longer get on it, it says page can't be found...i want my refund...this company is a ****

  

  Business response

  14/07/2023

  To whom it may concern:
  Re: *** ****** ******** ****** ******** **** *** ** *******
  To whom it may concern:
  This is a response to Ms. ***** ******* complaint against Canada Passport Help Services.
  We are disappointed by Ms. ******* accusation and would like to respond to Ms. ******* and provide a link to our website pages to debunk her unfounded and untruthful accusations.
  We are a federally registered company, and we have been providing passport services since September 2008 and have assisted over 50,000 customers.
  Before using our services, a client must sign up online ********************************************************* at *********************.  To complete online the signup process, a client must acknowledge and agree to Canada Passport Help terms and conditions **************************************.  No customer could finalize the signing up process without acknowledging and agreeing with Canada Passport Help terms and conditions. 
  The company website terms and conditions include a disclaimer indicating that “********************* is a private company and we are NOT a government agency.” 
  The company’s terms and conditions include fee structure, our services and the cancelation policy.
  Every page of our website including the main page ******************************** and Terms and Conditions **************************************, clearly explains in detail our
  Services section of our website ***************************************** clearly explain passport fees, what is included in the fees and how our service works.
  This is a summary of our interactions with Ms. *******.
  On June 20th, 2023, Ms. ******* signed up online to use Canada Passport Help (*********************) services to apply replace her lost birth certificate. 
  Immediately after signing up, Ms. ******* received an email from Canada Passport Help confirming her registration and providing a secure link to download and upload the application.
  On June 21st, 2023, Ms. ******* emailed us and requested refund.  (Please see attached email 01.)
  On June 22nd, 2023, we cancelled Ms. ******* transaction and emailed her confirmation of the Cancelation and refund.  Please see attached email and confirmation of refund.  Please see attached email  02
  ***** ****** *********

• Initial Complaint

  24/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm seeking to renew my Canadian Passport (from the U.S.). I Googled, "renew my Canadian passport from the U.S." and clicked on ********************* - mistakenly thought it was Government website or, at the very least, a government related and/or approved site. Before accessing forms to complete, the website requested payment (without disclosing the total amount that I would be charged). Again, under the impression that this is a gov't-related website, I submitted my initial info. along with payment, and accessed the form. Shortly thereafter, I started wondering if this was indeed a gov't approved/gov't-related website and it is NOT... I called the toll free numbers on ******************** and ALL numbers were busy. (no response). I tried calling multiple times. Busy, I am requesting a refund of $115.00. I do not plan on continuing my passport renewal process with them. I feel deceived and regret submitting any of my information for "assistance" in the application process. At the very least, the website should disclose their non-government "affiliation" along with a clear synopsis of services on the home page so its purpose is clear and transparent to the viewers. Judging by some of the *** reviews, it sounds like this site is charging a lot of unnecessary fees at each step of the application process.

  

  Business response

  13/04/2023

  To whom it may concern:
  *** *** ****** ******** ****** ******** **** *** ** *******
  To whom it may concern:
  This is a response to Ms. ***** ******* ********* complaint against Canada Passport Help Services. 
  We are disappointed by Ms. ********* accusation and would like to respond to Ms. * ********* and provide a link to our website pages to debunk her unfounded and untruthful accusations.
  We are a federally registered company, and we have been providing passport services since September 2008 and have assisted over 50,000 customers.
  During the formation of our company and the development of our website, our company lawyers communicated with the Government of Canada - Passport Program representatives to ensure our website is not misleading and is not in violation of any of the Passport Program (AKA Passport Canada) rules and regulations.
  Canada Passport Help website ******************************** doesn’t mimic or look like the Canadian Government or Passport Program websites ******************************* 
  Before using our services, a client must sign up online ********************************************************* at *********************.  To complete online the signup process, a client must acknowledge and agree to Canada Passport Help terms and conditions ***************************************  No customer could finalize the signing up process without acknowledging and agreeing with Canada Passport Help terms and conditions. 
  The company website terms and conditions include a disclaimer indicating that “********************* is a private company and we are NOT a government agency.” 
  The company’s terms and conditions include fee structure, our services and the cancelation policy.
  Every page of our website including the main page ******************************** and Terms and Conditions **************************************, clearly explains in detail our services as:
  A detailed review and assessment of your Canadian passport application or Canadian passport renewal application
  A detailed review and assessment of the photos you’ve taken for your Canadian passport application
  Consultation on the assembly of the required components of your application prior to submission via post or courier
  Your own Canadian passport specialist to answer any questions or concerns you may have while completing the application or renewal process.
  Services section of our website ***************************************** clearly explain passport fees, what is included in the fees and how our service works.
  This is a summary of our interactions with Ms. *********.
  March 20, 2023, Ms. ********* signed up online to use Canada Passport Help (*********************) services to apply for a Canadian passport. 
  Immediately after signing up, Ms. ********* received an email from Canada Passport Help confirming her registration and providing a secure link to download and upload the application.
  Ms. ********* could reply to the email to request a refund.  If our phone line is busy, our phone system directs callers to our message system, which forward callers’ message to our representatives by email and voice mail for follow-up with inquiries.  We have searched our telephone system for received calls and messages, there is no message or call received from the phone number ************** provided by Ms. *********.
  Upon completing our inquiry to Ms. ********* claims, we closed her account with us and refunded the fee she paid online.  Please see attached cancelation confirmation email sent to Ms. *********.
  Point 1 from Mrs ********* stating that she was not able to see the total cost:
  Under the Service section you see:
  The total cost of obtaining a Canadian passport from the United States using
  Canada Passport help online services is:
  Adult 5 years passport is $275 USD* ($115 when signing up online + $160 when an application is submitted)
  Adult 10 years passport is $325 USD* ($115 when signing up online + $210 when an application is submitted)
  Child 5 years passport is $175 USD* ($100 when signing up online + $75 when an application is submitted)
  
  Point 2:  Mrs ********* stated that there was no mention that we are not the Government:
  Under our Terms and Agreements section, that all customers need to review before signing up, the first line is: ********************* is a private company, and we are NOT a government agency.
  ***** ****** *********

• Initial Complaint

  13/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Website is a ****/misleading that claims to let you file your passport online. Makes itself look like Canadian government website. You cannot file your passport online. Payment was required as a first step, before you would realize it was not affiliated with gov.

  

  Business response

  27/03/2023

  To whom it may concern:
  Re: BBB CASE#: 19588641
  ****** ******** **** *** ** *******
  To whom it may concern:
  This is a response to Ms. ***** ************ complain and accusations against Canada Passport Help Services. 
  We are disappointed by Ms. ************ accusation and would like to respond to Ms. ************ and provide a link to our website pages to debunk her unfounded and untruthful accusations.
  We are federally registered company, and we are providing passport services since September 2008 and have assisted over 50,000 customers.
  During the formation of our company and the development of our website, our company lawyers communicated with the Government of Canada - Passport Program representatives to ensure our website is not misleading and is not in violation of any of Passport Program (AKA Passport Canada) rules and regulations.
  Canada Passport Help website ******************************** doesn’t mimic or look like the Canadian Government or Passport Program websites *******************************
  Before using our services, a client must sign up online ********************************************************* at *********************.To complete online the signup process, a client must acknowledge and agreed to Canada Passport Help terms and conditions **************************************.No customer could finalize the signing up process without acknowledging and agreeing with Canada Passport Help terms and conditions.
  The company website terms and conditions include a disclaimer indicating that “********************* is a private company and we are NOT a government agency.”
  The company’s terms and conditions include fee structure, our services and the cancelation policy.
  Every page of our website including the main page ******************************** and Terms and Conditions ************************************** clearly explains in detail our services as:
  A detailed review and assessment of your Canadian passport application or Canadian passport renewal application
  A detailed review and assessment of the photos you’ve had taken for your Canadian passport application
  Consultation on the assembly of the required components of your application prior to submission via post or courier
  Your own personal Canadian passport specialist to answer whatever questions or concerns you may have while completing the application or renewal process.
  Services section of our website ***************************************** clearly explain passport fees, what is included in the fees and how our service works.
  After signing up online the customer receive an email with a unique secure link to download and upload their passport application and supporting documents for review.Our websites and terms and conditions emphasize that uploading or emailing the completed passport application, photo and supporting documents is just for review purpose. We ensure that these documents meet the Passport program requirements prior to submission via post or courier.
  No place in our website claim that clients can submit their passport application online to the Government of Canada or Passport Program.
  This is a summary of our interactions with Ms. ************.
  March 13, 2023, Ms. ************ signed up online to use Canada Passport Help (*********************) services to apply for a Canadian passport.
  After signing up
  On March 20, 2023, we received a charge back request from Ms. ************ Credit Card company.  We responded to the charge back request and agreed with the refund. No more money is due to this unpleasant customer.  
  ***** ******

  Customer response

  28/03/2023

  
  ****** ******** *******
  

  Note that I had to contact my credit card company to resolve the issue. Note that this was not resolved by them, but by visa. They also made a point of making and insulting comment about me be "unpleasant". I'm sure it was unpleasant that they didn't get to keep my money.  

  
  

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Jan. 1 2023 my wife & I wanted to renew our Canadian passports. We are dual citizens of United States & Canada. I typed in Google "How to renew your Canadian passport." Up came this site with an extension of .ca & I thought it was a government site simply because .org in the states is always a government site. I downloaded the application for for myself & just filled it out as far as my name & address. I never, I repeat NEVER wrote in my credit or debit card numbers or which bank I use. The next day Monday Jan. 2 I checked my bank statement like I do every day & noticed a $115. debit & $3.45 tax from my debit card from Canadian Passport Help. I called the actual Canadian passport office the next day Jan. 3 because Jan. 2 was a holiday & they told me that site was not connected to the Canadian passport office. They told me that they would never ask applicants to send money over the internet. The Canadian Passport Help website never mentioned it was not an official government site & there would be a $115. fee. On top of that I never even finished filling out their form. What I cannot understand how the got my debit card & bank information when I never gave it to them. I already called my bank to report this fraud & under the FDIC rules the money will be returned. What kind of **** is this that the Canadian government does not shut down.? **** ***** *** *********** *******

  

  Business response

  24/01/2023

  To whom it may concern:
  Re: *** CASE#: 18683283
  Canada Passport Help Ref #: *******
  To whom it may concern:
  This is a response to Mr. **** **** complain about Canada Passport Help Services.
  We are disappointed by the negative experience Mr. ***** had but would like to clarify a few points:
  We are providing passport services since September 2008 and have assisted over 50,000 customers
  Our website is managed by an external professional IT company and, all information is encrypted to protect our customers.Our website use SSL Certificate and required standards for online services.
  Before using our services, a client must sign up online at *********************.To complete online signup process, a client must acknowledge and agreed to Canada Passport Help terms and conditions prior to the registration.No customer could finalize the signing up process without acknowledging and agreeing with Canada Passport Help (Canadapassporthelp.ca) terms and conditions.
  After signing up online the customer receive an email with a unique secure link to download and upload passport application and supporting documents.Also, the customers are given a unique customer number link to their account Mr. ***** customer number is: *******
  The company website terms and conditions include a disclaimer indicating that “CanadaPassportHelp.ca is a private company and we are NOT a government agency.”
  The company’s terms and conditions include fee structure, our services and cancelation policy.
  We have a refund policy published on our website that can cover the case of Mr. *****. A customer who registered by error, can benefit from a refund. The process is simple and clearly explained on our website.
  This is a summary of our interactions with Mr. ****.
  January 1, 2023, Mr. **** ***** signed up online to use Canada Passport Help (*********************) services to apply for a Canadian passport.   
  On January 4th, 2023, Mr. **** called our organization two times about signing up with our services.  He talked with two of our staff.  Our staff explained to Mr. **** that we understand he signed up with our services by mistake and we can close his account and refund his payment.  Mr. **** indicated that he already contacted his credit card company and requested a chargeback.  Mr. **** told us that he is calling because we are a fraudulent company, our website is mimicking the government website, and there is no explanation about the fees on our website.   We explained to Mr. **** that the company terms and conditions, which he acknowledged having read and understood before signing up, clearly indicate that we are not a government agency and what are the fees for our services.  Then Mr., **** indicted that we have stolen his credit card information.  He never submitted his credit card information online, and we have fraudulently accessed his account.  He threatened our staff to report us to the FBI, RCMP and all other agencies.  Mr. **** was very hostile and used vulgar language toward our staff.  We repeatedly asked Mr. **** what outcome he is seeking.  He again mentioned that he already contacted his bank, and he is getting his money.  Mr. ***** was adamant that we have “stolen” his credit card.  He wants to know how we stole his credit card information and wants to let us know he is planning to shut down our fraudulent company.  We told Mr. **** that we take this kind of accusations against our company seriously and we defend our company reputation vigorously.  We told Mr. **** that if he continues insulting our staff, and using racist language, we hang up on him.  Mr. **** called back again and continued with his accusations and insults.
  On January 7, 2023, we received a charge back request from Mr. **** Credit Card company.  We responded to the charge back request and agreed with the refund. No more money is due to this unpleasant customer. I would also warn Mr. **** to pay attention when using website and reputable businesses are operating online daily, without being illegal or malevolent.
  ***** ****** *********

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I paid Passport help $115 to help me renew my Canadian passport from the United states, where I live. From the beginning they were hard to get ahold of and took multiple attempts to reach them by email and phone to get answers, and when I did they would be half and incomplete answers to my questions. After I was able to submit my passport (April 1/22 it was received) and waited the appropriate amount of time I asked for an update. On 5/8/22 ***** told me my passport was in the printing stages which was great because I was traveling soon. On 5/11/22 I called the Canadian Passport office directly just to confirm and she told me it was still in the examination stages and would take another 2 months due to delays. I asked ***** where she got her info from and all I got was defensive excuses and no answers at all. It became clear it was made up information she gave me. This is extremely unethical and dangerous practices as people like me plan their lives and livelihoods around info like this. And to lie about it almost left me missing my flights, losing my ticket and being stranded. I have a 19month old and I am currently 5 months pregnant and to cause this kind of stress to someone is simply wrong. I have expressed this to them and asked for a refund and I have been completely ignored for the last month. No apology and no responsibility taken.

  

  Business response

  06/07/2022

  ** **** ** *** ******** *** *** ****** ********* ***** ******** ****** ******** **** *** ** *******
  On February 15, 2022, Mrs. ***** ******** signed up online to use our services to apply for her Canadian Passport.  On March 25, 2022 (40 days later), **** ******** emailed her application and supporting documents to us for review.  We responded to Mrs. ******** emails (28 emails) to make sure her application and supporting documents met passport program requirements.  We submitted **** *******e application to the Passport program on March 31, 2022 (received by the Passport Program April 01, 2022).
  At the request of *** ********* we followed up with her application.  We sent three faxes and submitted two times online update request using Passport Program online portal.  We responded to Mrs. ******** questions about the process by explaining passport program procedures.  In addition, Mrs. ******** had several phone conversation with ***** ******** in regard to her application.
  As clearly indicated in our terms and references, we at Canadapassporthelp.ca can only advise and assist you in applying for a Canadian passport.  While we do our utmost professional effort to make sure our clients’ applications are successful.  Issuing Canadian Passports are the sole responsibility of the Passport Program.  We are not responsible for any delay caused by the Passport Program.
  This is to answer to the complaint of **** *******e.
  Hi, I paid Passport help $115 to help me renew my Canadian passport from the United States, where I live.  From the beginning they were hard to get a hold of and took multiple attempts to reach them by email and phone to get answers, and when I did they would be half and incomplete answers to my questions.
  Mrs. ******** signed up with our services on, February 15, 2022. The same day we emailed Mrs. ******** Passport application and answer her questions.  Mrs. ******** did not email us her completed application until March 25th, 2022 (40 days later).  We responded to Mrs. ******** every email (28 emails) to make sure her application and supporting documents met passport program requirements. 
  We have phone calls logs and email communication (total of 47 emails) responding to Mrs. ******** emails and answering her questions.  Our priority is to make sure passport applications are completed based on the Passport Program guidelines and Application is submitted to the Passport program.  As a result of our work, Mrs. ******** application was processed by Passport Program without any problem.
  On 5/8/22 Ellen told me my passport was in the printing stages
  We provided information to Mrs. ******** based on the Passport Program processing guidelines.  We convey all these information to Mrs. ******** via email and on the phone.  As it has been covered by media, since March 2022, the passport program has received a high number of passport application which has caused long delays in issuing and couriering passports.  We never told Mrs. ******** when she may receive her passport, because passport Program could not provide this information.  On our May 13, 2022, in response to Mrs. ******** question, we responded that “The credit card is charged when the Passport Program has all the documents they need and the passport will be issued.  Unfortunately due to the high volume of applications, the Passport Program experiencing delays in issuing the passports.”
  We faxed Passport Program three requests for urgent processing of Mrs. ******** passport.  In addition we submitted three online request via Passport Program online portal.  Mrs. ******** recived her new Passport prior to her travel.  Mrs. ******** confirmed this information on her complaint by indicating “almost left me missing my flights, losing my ticket and being stranded.”  Mrs. ******** did not miss her flight and was not stranded as she received her passport on time due to our diligent work.
  The work our company was contracted to do was accomplished.  Our agents spent an important amount of time answering Mrs. ******** emails and phone calls.  We managed successfully ensure that Mrs. ******** obtain her passport before her flight.  We see no merit in her request for a refund

  Customer response

  09/07/2022

   
  Complaint* ********
  
  I am rejecting this response because:
  

  Firstly, I took 40 days to get my documents together and apply, as that was my timeline. They make it sound like that was an error on my end. I have no issue with this time. It makes no sense why they keep referring to this as it doesn’t pertain to the issue at hand.  
  
  
  Secondly, as far as the actual issue of them making up information they are proving my point, they said in their response of status was based on the internet and as we already knew then, the passport  office was experiencing delays, and the information online was outdated. It was NOT information from passport Canada directly which is what their job is. They did not reach out directly to check in on my application as is their job.  They are paid to guide people in the process and be the middle man. And they failed in this by not being thorough and getting actual ( and correct) information. And by doing this, is misleading, dangerous, and very unprofessional. When I finally spoke to ***** on the phone I was told because it was printing it would be mailed soon. It obviously was not. That was a lie. 
  
  
  I would also ask they report the number of voicemails I left with no reply’s. There are many, way more then calls answered. And I would like to note they are obviously counting my unanswered calls in their call log. Proof again that they twist information to suit them. Spreading false information even now. 
  
  
  As a response to them saying they responded to me. Yes, of course they did, sporadically, but I’d also be happy sending screen shots of my asking repeatedly for a response from them. Dates up to 10 days apart asking and begging someone to get back to me about a specific question. 
  
  
  For example, May 8th they lied and said it was printing, May 18th I responded for the 6th time asking for a answer to the misinformation given to me. If there was an email response my question was not answered at all and an excuse was made instead. This is not service. This is not help. This is brushing me off when they knew they messed up. 
  
  
  I also have screen shorts of my responses without a reply from them over and over. I can attach if needed. 
  
  
  
  
  Lastly, yes, their wrong information did almost leave me stranded. Because I based my plans on their wrong info. I do NOT have a passport yet, and I believe in part it was negligence on their end not expediting it properly. I am still with out a passport and still stuck in the US. Again, a straight out lie from them. This has cost me so much time money and effort. I am 6 months pregnant and I need to travel asap as pregnant women can’t travel after a certain date. You can imagine the stress and anxiety this has put on me and my family. People need to be warned about this dangerous company who obviously doesn’t care about the well-being and safety of their paying customers
  
  
  Sincerely,
  ***** ********

• Initial Complaint

  06/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have left over 100 voicemails about my passport and spoke to people that said it was on the way.... Yet no passport has been delivered nor can I get a phone call back. It has been over 6 months and I have all the documentation if needed. I just want my Canada passport.

  

  Business response

  08/02/2022

  ** **** ** *** ******** *** *** ****** ******** ****** ******** **** *** ** ******* ** ********* *** *** ********** ********

  we were working to resolve our client problem.
  February 09, 2021, Mr. **** **** ****** signed up online to use Canada Passport Help (*********************) services to apply for his Canadian passport.
  Mr. ****** issue is with the Passport Program (******** ****** * ********** ******).  We have tried to help him to navigate the process.  Mr. ****** was in a major accident, and he has been disabled and has extreme anxiety.  It has made dealing with this process more challenging.
  Mr. ****** has praised our staff in his emails “I was talking to Mary for several months and Mario for several months.  Both of them were very courteous and very kind through this six-month ordeal.”
  This is a summary of what happened with Mr. ******' application.
  Although Mr. ****** started the process of obtaining his passport application on February 09, 2021, he did not mail his application to us until September 16, 2021.
  In October 2021, the Passport Program called Mr. ****** about an issue with his application.  Unfortunately, calls to Mr. ******' phone goes to a general voicemail for a company and he did not call back.  On October 20, 2021, Passport Program sent a letter to Mr. ****** to resolve the issue, Mr. ****** claims he never received the letter.
  On December 30, 2021, Passport Program sent another letter to Mr. ****** about his application.  Mr. ****** received this letter on January 19, 2022.
  We gave Mr. ****** Passport Program’s Direct phone number with the instruction on how to bypass the voice mail system and talked with an agent.  However, because of his anxiety Mr. ****** could not wait online to talk with an agent.  We sent a few emails to Mr. ****** asking him to call us.
  On January 12, 2022, finally Mr. ****** called the Passport Program.  The agent explained to Mr. ****** has to fax a form about his lost passport to the Passport Program.  Mr. ****** has told us and the Passport Program he doesn’t remember anything about his lost passport because of his accident.  We helped Mr. ****** to prepare the requested documents and we faxed the documents to the Passport Program.
  Finally, Mr. ******' passport problem was resolved.
  *** ****** **** ** **** *** ********* ** *** ** *** ***** *** ******** ** ********* ** *** ***** *** ***** ******** ******* *** ******* ******** ******* *** *** ***** ********** ** *** *******

*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. ↩