Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/25/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel my trip due to work so I requested a refund from Fast Passport Center. The representative I was in contact with informed me that I would receive the refund within 3 business days back in August. After not seeing the refund in a couple weeks, I texted the representative to no response and have still not received it.

  Business Response

  Date: 09/29/2023

  ******,

  The refund was done on our side a while ago. I will check into it with the bank / merchant side and see why it isn't showing on your side. Please contact me again if you do not see it by Tuesday, 10-3-23.

  Warm regards,

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

  Fast Passport Center
  

  Customer Answer

  Date: 10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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,