Business ProfileforRJR Passports & Visas, Inc.

Purchased a guaranteed service through this company to expedite my passport application to receive my new passport within 2-3 weeks for an upcoming trip. The company requested I gather all required personal documentation within 7 days of my purchase and send everything to them using an *************** shipping label they provided. I reached out to the company via email after eight weeks had passed and I still had not received my passport. Over the next 6 weeks, I exchanged a series of emails back and forth with their support team attempting to receive an update on the status of my passport. The **** **********************, stepped in requesting we hop on a call to resolve the issue because they were unable to locate my passport application within the government database. The *** and I connected over the phone, he let me know my application was received by their company and supposedly submitted with many other applicants whom had received their newly issued passports however, my application was never received by the government and my personal information/documentation had been lost in the process and unrecovered by their company. In order to move forward, I'd need to start the process over or they'd happily process a full refund. I have been asking for a full refund for 2-years. I submitted a copy of my invoice to the *** and their support email address a handful of times requesting a refund for their services but have not heard back from the company since January 2022. I sent this via email on 11/09/23 - still no response from RJR Passports: "Im following up on my refund request from 09/11/21 in the amount of $180.00 for an expedited passport I never received. Not only did I never receive my passport, but your company claims my extremely sensitive personal identification documents were lost and never recovered from your company. I sent an email attaching my invoice for your services on March 31, 2022 and have not received any communication from your company since."