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:03/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 have been scammed by this business pretending to be the US passport website. And scamming me to pay $67.88 for a form that is free on the official website and at a local postoffice. Then to have to submitt another payment for the form to be sent out. I want my money back. They should state that they are not the official site so people are aware. They don't leave a number nor an email for customers to contact them.

  Business Response

  Date: 03/28/2025

  Dear ********** ******,
  
  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 24, 2025.

  
  After conducting all the necessary internal checks, we have not found your customer file in our database.

  
  Likewise, please note that the Order Number indicated in your complaint does not belong to our company. 

  
  Therefore, please address your complaint to the company with which you completed your passport form, since we are not the correct recipient of your complaint. 

  
  We trust the above has been of assistance. 

  
  Yours sincerely,
  Customer Service Department
  

  
  

• Initial Complaint

  Date:03/21/2025

  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.

  2/23/25 US Passport *************************************************************** ************ Applied for a passport thinking this was ********************* site. Paid $115 for passport renewal. Sent passport and pictures. Have heard nothing. Afraid this is a scam.

  Business Response

  Date: 03/27/2025

  Dear *********** *****
  
  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 21, 2025.

  
  In regard to it, we hereby would like to state the following:

  
  Please be informed that we are a private company not linked to the *************** that offers assistance in filling out passport application forms for a private fee. This information is duly indicated in our Terms and Conditions, as well as in the disclaimer which is always available on the top and the bottom of our websites homepage, it is also indicated that the users can obtain the passport forms directly on the **** official Government Passport website without hiring our assistance services.

  
  Regarding your payment, we confirm that the total amount of your application fee was refunded on March 23, 2025, to the same credit/debit card used for the payment. Please note that this process may take up to *********************************** your account, depending on your bank's policies.

  
  We would also like to assure you that our company is fully committed to regulatory compliance and customer privacy. Our Privacy Policy, available on our website, provides detailed information about how we process and protect personal information, as well as guidance on exercising your data protection rights.

  
  If you have any further questions or require additional assistance, please do not hesitate to contact us at ************************* Our customer service team is available 24/7 to assist you.
  

   

  Best regards,
  Customer Service Department

  
  

  Customer Answer

  Date: 03/27/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 thought I was applying for a US Passport through a legitimate source, as their website looks similar to other .gov ********* but what I was applying for was for a service to supposedly put together documents needed for the Passport. I believe this is a scam website and have already tried to dispute the charges, but what I'm most concerned with is the fact that I, like an idiot, input sensitive information onto the platform. Please help.

  Business Response

  Date: 03/27/2025

  Dear ********* *******,
  
  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 20, 2025.

  
  We have looked over your information, and unfortunately, we haven't been able to locate any customer file in our database registered with the email address from which you are contacting us.

  
  To be able to assist you with your query, please respond to this email by providing the following information:
  Email address used when creating the application.(with the email *************************** there is no match in our system)

  
  Application reference code received in the payment confirmation email. Is an alphanumeric code consisting of 8 characters (a combination of letters and numbers)

  
  We remain at your disposal for any further questions or assistance you may need.

  
  Yours sincerely,
  Customer Service Department
  

  
  

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This is misleading and or fraud. I googled online to renew my US passport and found this website multiple times at the top of my search. *********************************** . It presented as a new passport application, and asked all the personal questions that is required to identify me. When it got to the end after I paid *****, it was just a completed application. I feel terrified that I gave personal information that now my identity can be stolen. I also think ****** is responsible as well because when i googled passport renewal this site is listed 3 times at the top. It also sings off as US passport and **** support.

  Business Response

  Date: 03/28/2025

  Dear ******* *******,
  
  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 20, 2025.

  
  We have looked over your information, and unfortunately, we haven't been able to locate any customer file in our database registered with the email address from which you are contacting us.

  
  -To be able to assist you with your query, please respond to this email by providing the following information:
  Email address used when creating the application.(with the email ******************* there is no match in our system)
  -Application reference code received in the payment confirmation email. Is an alphanumeric code consisting of 8 characters (a combination of letters and numbers)

  
  We remain at your disposal for any further questions or assistance you may need.

  
  Yours sincerely,
  Customer Service Department
  

  
  

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 was directed to ***************** thinking that I was applying for a passport that was going to be submitted to the government and I would receive my passport. Instead I filled out a form that contains highly sensitive information (birth date, social security number, etc) to a place that is posing as a government agency but is really just a fake that has you fill out a form that they don't do anything for the fee. I was charged $184.80 by being further upsold with insurance and priority service to make the cost even higher. Now I have to spend even more money to get identity theft services so they can't further take advantage of me. I want others to be informed so they don't fall into the same trap. I had to shut down my debit card so no more fraudulent funds could be taken from me so they will have to find an alternative reimbursement method than crediting my former card.

  Business Response

  Date: 03/28/2025

  Dear ***** *********,
  
  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 19, 2025.

  
  In regard to it, we hereby would like to state the following:

  
  Please be informed that we are a private company not linked to the *************** that offers assistance in filling out passport application forms for a private fee. This information is duly indicated in our Terms and Conditions, as well as in the disclaimer which is always available on the top and the bottom of our websites homepage, it is also indicated that the users can obtain the passport forms directly on the **** official Government Passport website without hiring our assistance services.

  Regarding your payment, we confirm that the total amount of your application fee was refunded on March 23, 2025, to the same credit/debit card used for the payment. Please note that this process may take up to *********************************** your account, depending on your bank's policies.

  We would also like to assure you that our company is fully committed to regulatory compliance and customer privacy. Our Privacy Policy, available on our website, provides detailed information about how we process and protect personal information, as well as guidance on exercising your data protection rights.

  
  Finally, we would like to inform you that, in accordance with our Privacy Policy, you may exercise your rights to access, rectify, or request the erasure of your personal data by submitting a written request through our contact form. Or via direct correspondence. For more detailed information, we encourage you to review our Privacy Policy available on our website.

  
  If you have any further questions or require additional assistance, please do not hesitate to contact us at ***************************************** Our customer service team is available 24/7 to assist you.

  
  Best regards,
  Customer Service Department
  

  
  

• Initial Complaint

  Date:03/18/2025

  Type:Order 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 March 5, 2025, I was looking to renew my US passport online. It stated I needed to pay the fees of $120 to verify my information and download my forms that I could then submit by mail to receive my passport. It looked legitimate. I paid the fees under the impression, that they were the cost of the passport renewal. I received the confirmation email and pdf download with further instructions. I then went to Staples and paid to print out the pdf forms and paid for an updated passport photo. I proceeded to the post office, as directed by the website, and paid an additional $10 for the trackable mail service (also directed by the website) and sent my passport photo, application and original passport. I received all of my documents back and my renewal was denied because I didnt pay the fee. In my mind I had and I had the transaction details from my bank. I called the US Passport number and they advised me that I was scammed by a third party company and that they charged me $120 to send me forms that were free online and at my local library and Staples Store. This website had no phone number so I sent two emails to their support email requesting a refund and contacted my bank. They never responded to me. I am now unable to go on my trip to tend to the death of my mother. I have to pay another $130 to the passport agency and pay another $10 to send the mail certified. I wont get my passport in time now due to these shady people who take advantage of good people. The website was very misleading and other individuals will suffer from this if theyre not stopped. I want a full refund and reimbursed for the trackable mail. I cant find their real business name. It states three different names. *************************, U.S. Docs and something else that isnt accurate. No phone number of course. This has caused me significant stress and sadness I cant even put into words. I want a full refund for what they charged and the $10 paid to send incorrect forms.

  Business Response

  Date: 03/21/2025

  Dear ***** *****,

  
  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 18, 2025.

  
  Please be informed that we are a private company not linked to the *************** that offers assistance in filling out passport application forms. We charge a fee for our services and provide customer assistance and support throughout the process of completing your U.S. passport application form.

  
  Regarding your refund request, we have confirmed to you directly by email on March 19, 2025, the total amount of your application has been returned to the same credit/debit card used, and no further action is required. Please note that this process can take up to 10 business days to be completed, depending on your bank.
  

  We remain at your disposal for any further questions or assistance you may need via contact form or email address ****************************** where we have customer support 24/7.

  
  We trust the above has been of assistance. 

  
  Yours sincerely,
  Customer Service Department
  

  
  

  Customer Answer

  Date: 03/21/2025

   
  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.
  
  Id like to note that this website is very misleading and Im fortunate to have been able to catch that I was charged $120 for a two page pdf that is FREE to EVERYBODY through the passport department and online. The amount of individuals that you take advantage of sickens me!

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  3/14/25 $144.85 Initial Complaint Complaint Type:Sales and Advertising Issues I was looking up how to apply for a US passport. I thought I was applying through the government website. After applying, it tells you that this service just reviews the form for you for $89.99. They don't file it for you and it doesn't include the REAL expenses. It looks the real website and tricks you. It pretends to be a filing service, but it doesn't even do that. This is false advertising and I shared very important information.

  Business Response

  Date: 03/24/2025

  Dear ****** ****,

  
  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 15, 2025.

  
  Please be informed that we are a private company not linked to the *************** that offers assistance in filling out passport application forms. We charge a fee for our services and provide customer assistance and support throughout the process of completing your **** passport application form.

  
  Terms and Conditions as well as in the disclaimer which is always available on the top and the bottom of our website, we would like to clarify that we are a private company not linked to the ***************, that offers assistance in filling out passport application forms for a private fee; we also inform that the users can obtain the passport forms directly on the **** official Government Passport website without hiring our assistance services.

  Therefore, we are completely upfront regarding our companys identity and professional services. 
  That being said, the total amount of your application has been returned to the same credit/debit card used, and no further action is required. Please note that this process can take up to 10 business days to be completed, depending on your bank.

  
  Our company is firmly committed to regulatory compliance, particularly regarding customer privacy. Users can consult our Privacy Policy on our website, where they will find detailed information about how we process and protect personal information, as well as guidance on exercising their data protection rights.

  
  We would like to inform you that, in accordance with our Privacy Policy, you may exercise your rights to access, rectify, or request the erasure of your personal data by submitting a written request through our contact form or via direct correspondence. For more detailed information, we encourage you to review our Privacy Policy available on our website.
  
  We trust the above has been of assistance. 

  
  Yours sincerely,
  Customer Service Department
  

  
  

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 thought I was filling out an application for a passport. I was told that it would be reviewed for any mistakes and would receive the application to download within ***** hrs. This was on 3-12-2025. I have not received anything. I was charged $183.85 for this and have received nothing.

  Business Response

  Date: 03/21/2025

  Dear Liesa Ester,

  
  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 15, 2025.  

  
  Please be informed that we are a private company not linked to the *************** that offers assistance in filling out passport application forms. We charge a fee for our services and provide customer assistance and support throughout the process of completing your U.S. passport application form.

  
  Regarding your refund request, we have confirmed to you directly by email on March 15, 2025, the total amount of your application has been returned to the same credit/debit card used, and no further action is required. Please note that this process can take up to 10 business days to be completed, depending on your bank.

  
  We remain at your disposal for any further questions or assistance you may need via contact form or email address ********************** where we have customer support 24/7.

  
  We trust the above has been of assistance. 

  
  Yours sincerely,
  Customer Service Department
  

  
  

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 3/9/2025, I was seeking to update and renew passports for myself and my husband. I was directed to a website which billed itself as Passport Renewal and which appeared to be a legitimate website for the purpose of that service. We completed the process as directed, which included submitting sensitive personal data, up to and including Social Security Numbers, maiden name, marriage and divorce dates,etc. I fully was under the impression that I was somehow paying in advance for my passport and that I just needed to make payment of and print the document and go to a processing center with my receipt of payment. This culminated in payments of $119.90 each ($239.80 in total). I even paid the priority service fee as I need to travel soon. Only after payment did I realize that I likely had been scammed. Basically I was charged for printing out a pdf document that I could have done for free. I immediately reached out to the company's contact portal to request a refund (they have that option in their drop-down for the subject line) and have not yet received any response or confirmation of the request. I feel like a complete fool as I am an educated person and now feel that I have given out all my personal information and am now at risk of having my identity stolen. I feel that any disclaimers were hidden and so tiny that it was not obvious that I was not on a legitimate government site. I am so stressed about what may happen with my personal information. I feel that this business presented itself as a legitimate site for a passport renewal. I will not be satisfied until I know that the charges being canceled and/or refunded and receive assurance that I and my husbands information have been erased from this sites records.

  Business Response

  Date: 03/18/2025

  Dear ****** ******,

  
  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 11, 2025.

  
  In regard to it, we hereby would like to state the following:

  
  Please be informed that we are a private company not linked to the *************** that offers assistance in filling out passport application forms for a private fee. This information is duly indicated in our Terms and Conditions, as well as in the disclaimer which is always available on the top and the bottom of our websites homepage, it is also indicated that the users can obtain the passport forms directly on the **** official Government Passport website without hiring our assistance services. 
  
  
  Regarding your refund request, we have confirmed to you directly by email on March 11, 2025, the total amount of your application has been returned to the same credit/debit card used, and no further action is required. Please note that this process can take up to 10 business days to be completed, depending on your bank.
  
  
  Our company is firmly committed to regulatory compliance, particularly regarding customer privacy. Users can consult our Privacy Policy on our website, where they will find detailed information about how we process and protect personal information, as well as guidance on exercising their data protection rights.
  
  
  We would like to inform you that, in accordance with our Privacy Policy, you may exercise your rights to access, rectify, or request the erasure of your personal data by submitting a written request through our contact form or via direct correspondence. For more detailed information, we encourage you to review our Privacy Policy available on our website.
  
  
  Our company is firmly committed to regulatory compliance, particularly regarding customer privacy. Users can consult our Privacy Policy on our website, where they will find detailed information about how we process and protect personal information, as well as guidance on exercising their data protection rights.
  
  
  We would like to inform you that, in accordance with our Privacy Policy, you may exercise your rights to access, rectify, or request the erasure of your personal data by submitting a written request through our contact form or via direct correspondence. For more detailed information, we encourage you to review our Privacy Policy available on our website.
  
  
  We remain at your disposal for any further questions or assistance you may need.
  
  
  Best regards,
  Customer Service Department
  

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  While preparing a trip, our passports needed to be renewed. I went online to US TRAVEL, that had a picture of the US capitol . I paid for passport priority service. I filled out all information. This included name, address, social security # and a fee of 128.90x2 for my husband and myself. We then went to the US Post Ofiice and they told us we were scammed and these were not official papers.The invoice is US Travel , online application ***************************************************** VAT NumberL21000493413 Customer Information **** Conroy ****** ( also one for ****** ******)Passport priority Service 7TEUY14R payment date 01/20/2025

  Business Response

  Date: 03/12/2025

  Dear **** ******,
  We are writing in response to your consumer complaint submitted to the Better Business Bureau, case number #********., which we were notified of on March 3, 2025.
  We confirm that your request has been reviewed, and the refund has been approved.
  The total amount of your application has been returned to the same credit/debit card used, and no further action is required. Please note that this process can take up to 10 business days to be completed, depending on your bank.
  Please be aware that we only processed the refund of the Application with reference 7TEUY14R, under the name of **** Conroy ******. Please contact us via email (*************************************) to our customer service team in case you have any other application. Our customer service team is available 24/7 to assist you.

  
  Yours sincerely,
  Customer Service Department