ComplaintsforRJR Passports & Visas, Inc.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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."

  Business response

  01/25/2024

  It appears the customers complaint is correct, and our company failed to provide the refund to her in any timely manner.  I am sorry this has happened.
  In order to resolve this matter, I would need an accurate address to mail a company check to her.  Its been too long to issue a credit through authorize.net our merchant exchange.
  
  The address we have it as follows:
  
  
  ***************************
  DESIGNS BY *****
  T: **************
  E: *************************
  *********************************
  UNIT 210
  *********, **   91763
  
  This address is different than the one listed on the BBB complaint.  Please have the customer advise ** where to mail and we will gladly resolve this matter.
  
  You may reach me, or the customer may reach me by text or phone call to ********** or my email which you have *************.
  
  Very sorry for any inconvenience.
  
  Sincerely,
  
  **********************

  Customer response

  01/30/2024

   I appreciate your help getting a resolution from the company. I accept their response to mail a refund check to my address. Will you please provide the business with my new address? Ive provided it for you below. The address the business has on file is very old. 
  
  New address:
  ***************************
  ********************************************************
  
  Thank you! 

  Business response

  01/30/2024

  We will proceed to refund her with a. Omoo po any check to the address she has provided and ask that she please notify your office once she has received it and the matter is resolved.

  Thank you,

   

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

*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. ↩