Complaintsforus-passports.org

Passports and Visas

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Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I would like to file a complaint against us-passports.org. On May 16, 2024, I was looking to renew/update my passport. After a quick passport search, I came across a .org website that seemed to be part of the US passport system. After filling out the official DS-82 form on their site, I was billed for: Passport Renewal (DS-82): $89, which offered ********************* 24/7 assistance (which I am still waiting a reply since 23 May 24) PDF ******************************* Instructions $39.95 ******************* $39.95 Passport Card: $19.95 and **************** $19.95. I paid them a total of $168.85 for the above, yet they have no authority to renew my passport. I paid all those fees, sent my passport to passport services and got everything returned 26 June 24, with a letter stating Thank you your recent U.S. passport application, but do the following reasons NO FEES RECEIVED we we could not process the application. They are a "for profit business" that deliberately attempt to confuse consumers by using a .org website. Had they been using a .com website, as a for profit business should, I would have known they weren't associated with the US passport and would have filed my application at the correct website.
Business response
07/19/2024
Dear *********************,
We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on July 16th, 2024.
Regarding it, we hereby would like to state the following:

Please be informed that we are a private company not linked to the U.S. Government 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 the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the U.S. official Government Passport website without hiring our assistance services.

Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding U.S. **************** Therefore, we are completely upfront regarding our companys identity and professional services.

After reviewing your application, we can confirm that on May 17th, 2024, our agents reviewed the online form to ensure it was correct and complete, and you received the printable *** form to the email provided when registered on our website, along with the personalized instructions on how to submit it to the corresponding U.S. **************** and on May 23rd, 2024 the *** Forms were resent, as per your request.

Notwithstanding the foregoing, and although the services were correctly rendered, we confirm that your request has been reviewed and that the refund has been approved. Therefore, the total amount charged has been returned on July 19th, 2024 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 trust the above has been of assistance, and we remain at your disposal for further clarifications you may have.

Yours sincerely,
Customer Service Department

Customer response
07/30/2024

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
07/15/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Their website populates as a top search result when looking to apply for a new passport. They trick people into entering their personal information, like social security number
Business response
07/18/2024
Dear ***************,
We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on July 16, 2024.
Regarding it, we hereby would like to state the following:
We confirm that after having carried out all necessary internal checks, we have not found a customer file in our databases which corresponds with your information or neither to the email you have provided us with while submitting this complaint. We kindly request you to write us to the following email address in order to solve the inconvenience arised: *********************. Furthermore, we would like to ask you to specify in the request:
- Name and surname of the applicant.
- Email address used when creating the application
- Application reference code received in the payment confirmation email. It is an alphanumeric code consisting of 8 characters (a combination of letters and numbers)

We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have.
Yours sincerely,
Customer Service Department

Customer response
07/20/2024

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
06/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I would like to file a complaint against us-passports.org. On May 9, 2024, I was looking to renew my passport. After a quick ****** search, I came across a .org website that seemed to be part of the US *************************** After filling out the official DS-82 form on their site, another point that led me to believe they were part of the US **************** I was billed for:Passport Renewal: $89 ******************* $39.95 Passport Card: $19.95 ***************** $19.95 I paid them a total of $168.85 for the above, yet they have no authority to renew my passport. They are a for profit business that deliberately attempt to confuse consumers by using a .org website. Had they been using a .com website, as a for profit business should, I would have known they weren't associated with the US *************** and would have filed my application at the correct website.
Business response
06/15/2024
Dear ******************************,
We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on June 12th, 2024.
Regarding it, we hereby would like to state the following:
Please be informed that we are a private company not linked to the U.S. Government 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 the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the U.S. official Government Passport website without hiring our assistance services.

Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding U.S. **************** Therefore, we are completely upfront regarding our companys identity and professional services.

Notwithstanding the foregoing, and although the services were correctly rendered, we confirm that your request has been reviewed and that the refund has been approved. Therefore, the total amount charged has been returned on June 13th, 2024 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 trust the above has been of assistance, and we remain at your disposal for further clarifications you may have.

Yours sincerely,
Customer Service Department

Customer response
06/17/2024

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
06/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
May 30, 2024 I was applying for a US passport to change my name due to getting married. I was thinking I was filling the form on the correct website and paying them for the passport fee. Only realized after paying the fee that this is a private service for FILLING OUT THE FORMS. Upon realizing it was not the correct website, I reached out via phone NOTE: the *** icon took you to a blank page FIRST CLUE. The middle eastern guy stated Yes, you paid us to complete the form. I asked why and he stated you have to read the SMALL print. ???? I've applied for passports multiple times and it's an easy form to fill. I do not want this service and would like to seek refund for the payment. I filled the form directly from the correct site and paid another fee of $160.00, the correct amount and site!! My only complaint is that this is technically defrauding people with sites "pretending" to be official government sites. IT SHOULD HAVE BOLD language that you are not on a Gov site. My Application Ref code:KEEHYRNN May 30, 2024
Business response
06/08/2024
Dear **********************,
We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on June 6th, 2024.
Regarding it, we hereby would like to state the following:
Please be informed that we are a private company not linked to the U.S. Government 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 the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the U.S. official Government Passport website without hiring our assistance services.

Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding U.S. **************** Therefore, we are completely upfront regarding our companys identity and professional services.

Notwithstanding the foregoing, and although the services were correctly rendered, we confirm that your request has been reviewed and that the refund has been approved. Therefore, the total amount charged has been returned on June 8th, 2024 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.

Finally, we would like to stress the fact that we offer qualified 24/7 customer service. In order to successfully reach our customer service, an email must be sent to the following email address: *********************** You can use our websites Contact Us section as well, in order to reach our customer service department.

We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have.

Yours sincerely,
Customer Service Department

Customer response
06/11/2024

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
05/29/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Subject: Report of Online Scam by USPassports.org I am writing to inform you about a concerning incident that occurred on April 29, 2024, involving an online scam by a company called US-Passports.org. This website misleadingly presented itself as an official U.S. ********** of ***** site for passport renewals. Its location is ****************************** Phone ************ The website closely resembled the official U.S. ********** of ***** website, which led me to believe that I was legitimately renewing my passport. I completed the renewal form available on the website, entered all my personal information, and paid $89.00, assuming this fee was for the passport renewal process.After completing the transaction, I received an email instructing me to print the forms and send them to the official U.S. ********** of ***** address along with my old passport and new photo. I was under the impression that my application would be processed once these documents were received. However, I later received a notification that my application was denied due to a missing fee.Upon investigating further, I discovered that the $89.00 I paid was not for the passport renewal but merely for a PDF printout of the forms and instructions. When I contacted the company, I spoke with a foreign individual who confirmed this, leaving me confused and frustrated.I am reporting this incident to bring to your attention the deceptive practices of USPassports.org. This company misrepresented itself and misled me, and potentially many others, into believing it was an official government site. These predatory practices not only resulted in financial loss but also compromised my personal information.
Customer response
05/30/2024
Business reached out via email in response to my written complaint to them and stated that it would be crediting my payment within the next 10 days.
Initial Complaint
05/26/2024
Complaint Type:
Product Issues
Status:
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.
Went online to apply for a passport, top of the search was Us-travel.org, with a passport form. Looks a lot like a government website. Filled out the form, paid $90 by credit card, then immediately realized this is a scam website, collecting money for a free government form by being a government look alike webpage, taking advantage of people like **** want the money back, and this website needs to be eliminated from search engines.
Business response
05/31/2024
Dear *********************************,
We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on May 27th, 2024.
Regarding it, we hereby would like to state the following:
Please be informed that we are a private company not linked to the U.S. Government 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 the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the U.S. official Government Passport website without hiring our assistance services.

Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding U.S. **************** Therefore, we are completely upfront regarding our companys identity and professional services.

Notwithstanding the foregoing, and although the services were correctly rendered, we confirm that your request has been reviewed and that the refund has been approved. Therefore, the total amount charged has been returned on May 31st, 2024 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.

Finally, we would like to stress the fact that we offer qualified 24/7 customer service. In order to successfully reach our customer service, an email must be sent to the following email address: *********************. You can use our websites Contact Us section as well, in order to reach our customer service department.

We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have.

Yours sincerely,
Customer Service Department
Initial Complaint
05/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi there, I was applying for a US passport. I was thinking I was filling the form on the **************** website and paying them for the passport fee. Only realized after paying the fee that this is a private service for filling the forms. I've applied for passports multiple times and it's an easy form to fill. I do not want this service and would like to seek refund for the payment. I filled the form directly from **************** site and going to post office for the application submission. My only complaint is that this is technically defrauding people with sites "pretending" to be official government sites. IT SHOULD HAVE BOLD language that you are not on a Gov site. My Application Ref code: KSYAHPWW
Customer response
05/22/2024
The business responded back to my email request for a refund and has refunded the credit card charges.
FTC and other regulators should not allow websites to "pretend" as a government site and intentionally mislead people into buying some service. Why does this commercial website have a .org domain?
Initial Complaint
05/13/2024
Complaint Type:
Product Issues
Status:
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.
I was seeking to renew my passport when a website for Passport USA came up on my screen. It had official **************** forms, which I filled out for the renewal. After my husband asked about the April 24, 2024 charge on our **************** account for $168.85, I looked further at the website I had accessed and realized from the fine print at the bottom of the page that it was a private company whose page I was on and had given my credit card info to. I did not need or receive any assistance "in the preparation and completion of passport application forms" from this company, which is what the fine print says they provide their clients. They do nothing more than provide forms available at no charge on the **************** website. I feel this is a clever scam - not a legitimate business endeavor providing anything of value to its customers that is remotely proportionate to what they charge. I would like a full refund as soon as possible.
Business response
05/16/2024
Dear *************************,
We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on May 14th, 2024.
Regarding it, we hereby would like to state the following:
Please be informed that we are a private company not linked to the U.S. Government 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 the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the U.S. official Government Passport website without hiring our assistance services.

Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding U.S. **************** Therefore, we are completely upfront regarding our companys identity and professional services.

Notwithstanding the foregoing, and although the services were correctly rendered, we confirm that your request has been reviewed and that the refund has been approved. Therefore, the total amount charged has been returned on May 16th, 2024 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.

Finally, we would like to stress the fact that we offer qualified 24/7 customer service. In order to successfully reach our customer service, an email must be sent to the following email address: *********************** You can use our websites Contact Us section as well, in order to reach our customer service department.

We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have.

Yours sincerely,
Customer Service Department
Initial Complaint
05/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went online to submit a passport application for my child. I searched and found what I thought was a US Government website, as I recently helped my adult child do the same. I thought I could pay and print the application to save time when we went to our local post office for the passport application appointment, like we did for my adult child. Upon meeting with the USPS clerk, we were notified that this is a scam - they charge you to take your info an you may or may not get a PDF form to download, but that's all you get. The legit form is FREE online and FREE in person at ***** None of the $100+fees go toward your official passport application. We completed my child's passport application in person at the ****. Now this scam/private company has a lot of my personal data. Through the website, I have requested a refund. I am concerned about my personal data being sold to companies and individuals.
Business response
05/16/2024
Dear ***********************,
We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on May 12th, 2024.
Regarding it, we hereby would like to state the following:
Please be informed that we are a private company not linked to the U.S. Government 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 the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the U.S. official Government Passport website without hiring our assistance services.

Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding U.S. **************** Therefore, we are completely upfront regarding our companys identity and professional services.

Notwithstanding the foregoing, and although the services were correctly rendered, we confirm that the refund for our services fee was processed and the full amount charged was already returned on May 14th, 2024, to the same method of payment used, as per your request.

Finally, our Privacy Policy is permanently available on our website for consultation by users at any time, where they will find all the relevant information to understand better how we process and protect personal information and the information regarding exercising your data protection rights.

We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have.

Yours sincerely,
Customer Service Department

Customer response
05/20/2024

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
05/10/2024
Complaint Type:
Product Issues
Status:
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.
To Whom It May ****************** I went on-line to renew my passport on-line. I need it urgently, so I typed US passport renewal urgent. I knew I needed the US government website. The first website was us-passports.org. It looks very similar to what I now know is the actual US Passport office.I filled out personal information that I would have NEVER, EVER, done had I known that this wasnt the actual US passport agency.I needed the passport card as well as the priority service to receive my passport for my upcoming trip in 3 weeks. It also offered passport insurance, which I knew was a good idea in case of theft. I filled out the form and paid for the passport renewal, the insurance, the passport card and the priority service for a total of $168.85. NONE of which they provided. Attached is the receipt for the items I mentioned.The MOMENT I received their return email, I knew it was a scam. I called the U.S department of state/US passport agency center first thing this morning. They confirmed that I had been had, and recommended several actions including contacting you. PLEASE shut this organization down. This is NOT buyers remorse. Im surprised that the US **************** lets this organization impersonate them. Sincerely,*************************** Enclosure (1)
Business response
05/16/2024
Dear ***************************,
We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on May 11th, 2024.
Regarding it, we hereby would like to state the following:
Please be informed that we are a private company not linked to the U.S. Government 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 the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the U.S. official Government Passport website without hiring our assistance services.

Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding U.S. **************** Therefore, we are completely upfront regarding our companys identity and professional services.

Notwithstanding the foregoing, and although the services were correctly rendered, we confirm that the refund for our services fee was processed and the full amount charged was already returned on May 11th, 2024, to the same method of payment used, as per your request.

Finally, we would like to stress the fact that we offer qualified 24/7 customer service. In order to successfully reach our customer service, an email must be sent to the following email address: *********************. You can use our websites Contact Us section as well, in order to reach our customer service department.

We trust the above has been of assistance, and we remain at your disposal for further clarifications you may have.

Yours sincerely,
Customer Service Department

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