ComplaintsforFast Passport Center

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 25,2023, I contacted the Fast Passport Center for assistance in getting my U.S Passport renewed quickly. I was asked on the phone when I was traveling, told the gentleman May 2, 2023, and he told me to printout another itinerary showing earlier dates and he could use that to expedite my passport renewal. I told the man that I work for the Federal Government and would not lie or falsify my itinerary. He then told on the phone that it would then just be a "standard expedite". I completed the checklist he provided via email, sent the completed packet with payment of $239 to the company, and provided two checks, one for $200 and one for $17.56 made out to the US Department of State. Several days later (02/10/2023) I was notified by the Department of State Passport Office by email, that they required another check for $20.97 to continue processing my passport renewal application. I sent the check the following day 02/11/2023 and sent a subsequent email to Fast Passport Center requesting information as to why I had to submit the additional check and why I needed to add a prepaid express envelope per the State Department's email. To date, I have completed four telephone calls and sent three emails (no acknowledgement) in an effort to try and get an understanding of what was going on, and if there was any insight that could be provided. To date, I have not received any information or callback. I am a disabled veteran with PTSD. I have only been trying to verify whether or not there is an issue with my passport renewal that this company may be able to help me with since I paid them $239 for a service that I thought , helped me in expediting services. I'm sending this message hoping to get this company to acknowledge me and, request they give me some insight as to what the fees I paid were used for if my passport isn't getting expedited. I am really just looking for assistance from them in hopes that it can help me understand and quell the anxiety this is creating.

  Customer response

  03/17/2023

  From: ******* <***************>
  Date: Fri, Mar 17, 2023 at 4:43 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau  <[email protected]>
  
  Sir,
  
  With respects to complaint #********, I wish to convey that my complaint has been resolved. I was successful at speaking with the business representative and they rectified my situation. 
  
  Please consider this email as notification that again, my complaint has been resolved.
  
  Thank you very much,
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought the rush service from Fast Passport Center for a total of $175. My schedule is time sensitive and I need to issue a passport for my son to be able to make our travel plans in 4 weeks. The instructions sent from Fast Passport Center stated that I am to receive the letter of authorization and shipping label within 1 hour of my purchase to proceed to the nearest acceptance clerk. Its been over 24 hours i havent heard from the company, they dont reply to emails, answer phone calls or return calls. I want a refund, as I cannot trust they will deliver the service as claimed on their website.

  Business response

  10/18/2021

  We called and emailed the client several times. We needed to know if the client had a confirmed itinerary for their trip. Client wanted to cancel so a refund was issued.

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