ComplaintsforPassport Services

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  From: *************************** <********************************>Sent: Thursday, January 26, 2023 9:20 AM To: Passport Modernization and Innovation <*******************************>Subject: Double Charged for Online Passport Renewal Fee During my payment for online reweal I first attempted to use my credit card. I recieved message that payment failed and to try again later. I tried again using checking ARCH which was succeful. Then the next day I saw that not only did the ARCH $130 payment withdraw from my checking account, but my credit card was also charged the same $130 fee. Please see attched screen shots for reference and refund the credit card charge.From: *************************** <********************************>Sent: Monday, May 22, 2023 11:58 AM To: Passport Modernization and Innovation <*******************************>Subject: Re: Double Charged for Online Passport Renewal Fee My complaint is not about receiving my passport. I received it back on 4/13/2023.My complaint is I still have not received a refund for the double charge that happened back in January! I have called and email at least a dozen times trying to fix the issue. Why is this SO HARD to correct? I have provided every piece of information requested multiple times and I keep getting overlooked and blown off...****************************** ************ From: Passport Modernization and Innovation <*******************************>Sent: Monday, May 22, 2023 3:09 PM To: *************************** <********************************>Subject: Re: Double Charged for Online Passport Renewal Fee Hello ******,I apologize for the inconvenience, but we have emailed the agency regarding the double payment that occurred back in January. There are no timeframes on when a refund will occur as that is up to the department of Treasury to look over the information and to be able to refund you accordingly. Passport Services Online Passport Renewal Team U.S. Department of State ******************************* ************ Mon-Fri 8am-10pm (English / Spanish) 36829-5

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I filed for my passport in June or July of last year because I was going on a cruise in Sept. of the same year. I expedited it. for $60 more to get it back fast. Well, I never received my passport. They sent me back all of my documents, even my old passport but I never got my new one. Every time I called it was hard getting someone to talk to me. I finally got to talk to someone in which he told me I had to send in a lost or stolen application to get another he never told me that I had a certain time to send it back. That was in November. I caught COVID and ended up quarantining for about a month in a half because I was really sick. When I did get to talk to someone again, they told me that I would have to pay for it all over because it was pass the date requirements. I feel it was not my fault that I did not receive it and the person that I talked to at first should have told me that I only had a certain amount of days to get back to them. I feel like they are robbing me because I paid $140.00 plus $60.00 to expedite it and still did not get it.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied for my passport back in July of 2021. In December I got letter in the mail that they needed for information to process my passport. I called the number they listed on the letter as stated if I had any questions or concerns. I called the number and I can not get through to anyone and after a while they hang up. I tried calling many times to see if maybe its the time I'm calling. I emailed the email listed online, I get a response back saying for more information to visit the website and I will not receive anymore replies to my email. This is the second time they do this and the first time was years ago, I paid expedited as well and they kept my money. I will not allow this to happen again an have them keep my money again. I need to get a hold of someone or some sort of assistance regarding this because they stated they will cancel my application if they don't get anything else from me, but I need to know more information why they keep doing this to me.

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/19) */ The *************************** did not process the customer's passport application. Consumer Response /* (2000, 9, 2022/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issue resolved

• Initial Complaint

  12/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Mon Nov 22, my cousin in CA received a letter at her home (where I have never lived) that my passport was reported stolen and is inactive. I have my passport in my possession (with my SS card and birth certificate). I searched for the passport office number online and called XXX-XXX-XXXX on Tues Nov 23 to see if the letter was valid and check the status of my passport. I was told that they could not verify either and I should send a letter to the Consular in VA with a photo of my passport and the letter and a handwritten and signed letter explaining the situation. That went out the day after Thanksgiving. At that time, I was also told that because my date of international travel was 5 weeks away, I should call back 2 weeks before my travel date (12/29) if I did not hear back by then. I called the 877 number again on Wed 12/15 and explained the entire situation. The agent told me I could have called a week earlier (which is not what I was told before). I was given a direct phone number for ************m. I called her and left voicemails twice on Wed, Thurs, and Fri. When I heard nothing back, I called the 877 number again, explained the entire situation and was given the number of ******* ******* I called her and left voicemails on Fri and Mon 12/20. She finally called me back on Mon and said ****** is not even in the office and now that it has been over 1 month, she could not help me and I should have talked to her back in Nov (but I was not given that option). She said she would talk to her supervisor about "re-instating" my passport and would call me back the next day. I called ******* twice on Tues, Wed, and Thurs - but never heard from her. So I called the 877 number again to make an appointment and was told there is nothing available in the continental US and I should have made an appointment 2 weeks earlier (which was not what I was told before). I am following the instructions given to me each time, but getting nowhere and no one is willing to help me.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/13) */ The customer may contact the U.S. Department of State's Office of the Inspector General if they would like to file a formal complaint.

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