Complaintsforus-passports.org

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 1st, 2024, after a ****** Search for Passport Application, the USA-passport.org site was the first in the search results. The webpage leads you believe it is the official government website for applying for a passport. The disclaimer information is inconveniently located on the top and very bottom of the page and not easily noticeable. The fee structure seemed in line with the passport processing fee so I proceeded to fill in the application. I received an e-mail with a link to download my application with instructions to go to a local passport processing center to submit and finalize my application.On August 12, 2024 I want to a passport agency just to be told that none of the funds would go towards my passport application like it was made to be believed. I was charged $128.90 and entered in a lot of personal information that I would have never done knowing it was a scam.While the site does have disclaimers, it is highly misleading in making consumers believe that their services are absolutely necessary and a way to expedite the process. There are no warnings prior and the disclaimer being discretely located is a sign that their intentions are to defraud and fool consumers. Given that no edits or corrections were needed on my application, I cant conceive of what value they feel justified in their charges. They have obviously paid to be first in the search engine results as a way of misleading consumers to think that its an official site.I request that the BBB act as my advocate and request a full refund. Noting that there have been *************************************************************** my request.

  Business response

  08/16/2024

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

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on August 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 *************** 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 for free directly on the **** official Government Passport website. Therefore, we are completely upfront regarding our companys identity and professional service, and users have at all times the appropriate information to decide if they want (or not) to contract our services.
  
  We would also want to clarify that, our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding **** Passport Agency. It should also be noted that during the application process, it is permanently shown on the right the Order Summary, where we also duly informed that the amount displayed does not include any applicable government fees.  
  
  Having said that, after reviewing your application, we confirm that your refund request has been approved. Although the services were correctly rendered, the total amount charged for our professional assistance services has been returned on August 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.
  
  Additionally, 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, to reach our customer service department. However, it has been verified that you did not attempt to contact us through any of our different contact channels. 
  
  
  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

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  4/7/2024 - US-Passport.org - two transactions both $108.95 for the filing of a passport renewal on-line via credit card. One for my husband **************************************** and one for myself ******************* ********. Reference number FW9LPLPF and VHB5TV4Q. I received a letter from the US government stating i had to send in a check for $130.00 each to process our renewal. I sent them back proof of payment from our credit card statement and On 8/12/2024 i received another letter back from the real government stating that "the website that you submitted payment is not affiliated with the *************** of State. I called the number that is on my credit card statement for a refund as no services were provided by them, they sent my refund request to their "refund ***** and i received an email today stating that my 120 days has expired (8/5/2024). So no refund. I want to make a complaint that this company needs to refund me in full and perhaps they can be shut down.

  Business response

  08/16/2024

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

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on August 13th, 2024. 
  

  Regarding 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 the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the **** 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 **** Passport Agency. Therefore, we are completely upfront regarding our companys identity and professional services.
  
  Having said that, we confirm that even though all our services were correctly rendered, and given that customer satisfaction is one of our goals, it has been approved to make an exception to our Refund Policy and refund you the total amount you paid for our assistance services. Therefore, we confirm that the amount of ****** USD (****** USD for each application) has been returned on August 16th, 2024 directly 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

  08/27/2024

   
  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.  I thank you for your help as we did receive a full refund.  Enjoy your evening.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I would like to file a complaint against us-passports.org. On April 13, 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 PDF ******************************* Instructions $39.95 ******************* $39.95 Passport Card: $19.95 and **************** $19.95. I paid them a total of $148.90 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 with a letter stating Thank you for your recent U.S. passport application, but due to the following reasons NO FEES RECEIVED we could not process the application. They are a "for profit business" that deliberately attempts 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

  08/14/2024

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

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on August 13th, 2024. 
  

  Regarding 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 the homepage of our website, it is also indicated that the users can obtain the passport forms directly on the **** 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 **** Passport Agency. Therefore, we are completely upfront regarding our companys identity and professional services.
  
  After reviewing your application, we confirm that your refund request has been approved. Although the services were correctly rendered, the total amount charged for our professional assistance services has been returned on August 14th, 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.
  
  Additionally, 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

  08/27/2024

   
  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

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I used what I thought was a ligi tamale uspassport site paid $89 told I get an email With further info needed to process my passport. Never got said email. Spoke with ligit us password services and was told many of those companies use there name and are not legit and possibly fraudulent. Went to my back awaiting to see if I get refund. Call company say they just fill out for.m and provide no help in resolving this issue and refunding my money which they provided no service for. Run away they will not help you get a passport and just steal Your money

  Business response

  07/19/2024

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

  
  Thank you for contacting us.

  
  We have received notification from your financial institution regarding the cancellation of your application due to a dispute over the amount charged for your application, which appears on your bank account statement as ?GBILLINGCOMWorldnet D. // VendoStorePassports // PASSPORT SERVICES.

  
  Please be informed that once a dispute has been initiated directly with your bank, the transaction falls under the jurisdiction of your financial institution. This means the process and resolution of the dispute are managed according to their rules, regulations, and processing times, and are beyond our control.

  
  Due to the fact that you have cancelled the payment with your bank, we will not be able to refund you directly, as the process will now run through your bank and is beyond our control.

  
  As a result of this dispute, we are unable to process a refund directly through our usual channels. All further actions related to the refund and any resolution must be coordinated directly with your bank.
  We recommend that you contact your bank for further details and assistance regarding the status of your dispute. Your bank will provide you with the necessary information on how the process will proceed from their end.

  
  If you wish to notify us of any updates indicated by your bank regarding the dispute process, you can continue the communication through our customer service department, where we have sent a final communication on July 16.
  We apologize for any inconvenience this may cause, and remain at your disposal for any other questions or assistance you may need.

  
  Best regards,
  Customer Service Department
  

  
  

  Customer response

  08/01/2024

  Again they have not provided services they were paid for that should be enough.  The bank refuses to process refund see attached. As delay in requesting while we were awaiting the email to process or start the process they per paid to provide and did not.  End of story you were paid for a service you state you sent an email will not provide any proof and we never received the email they advised to wait 3-4 weeks so. Refund my $89 as you did not do anything or provide any service. 

  Business response

  08/02/2024

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

  We are writing you regarding your new response to your complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on August 1st, 2024. 
  

  First, we would like to clarify 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 transparent with our customers, providing them with all the necessary information, for them to decide if they want or not to contract our services. 
  

  We have checked your information and confirm that your Passport application form (DS-11 form) has been successfully completed and sent to your email address on April 11th, 2024. Therefore, our services were correctly provided. 
  

  Having said that, regarding your refund request, it should be noted that we offer our users a refund of our fee, in case they are not satisfied with the services provided.  
  However, in your case, and as we previously explained, given that the fact that you initiated a charge dispute process through your bank entity, and after that you contacted us regarding your refund request, at this point we were unable to process your request. 
  

  Please note that your bank entity will manage the reimbursement of the charges made; therefore, we cannot issue a refund. 
  
  You should contact your bank entity for further information and assistance regarding the mentioned refund since the dispute process is accomplished with your banks own rules, regulations, and processing times. 
  
  
  We trust the above has been of assistance. 
  
  Best regards,
  Customer Service Department
  
  
  

  
  

  Customer response

  08/03/2024

   
  Complaint: 21996778
  
  I am rejecting this response because:
  Again we called you then called the bank. Provide a copy of the email with that date. I have asked for proof, search emails etc got no email. You are unwilling to provide proof. As explained we went this route do inital

  call no help, then bank so started there process attached documents they decline as we took to long to request reversal as we awaited an email that NEVER came. Know I will continue in any way to obtain my refund and this will not end. You have NOT proven you provided any service and I have yet to see any email from you regarding passport paperwork. Forms are free so what service are you providing except forms and are free? If we have to then process the free forms ourself? So pay you $89 to get free forms and didnt get those????!!

  provide proof of email showing the date sent and as sent not just an email I want proof !!!!!!!!
  Sincerely,
  
  *********************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Found website 06/09/24 please note they show US Travel not their name. The wording on the web site lead me to believe that they were an official agency to assist. Before requesting any of my info it was required enter info to handle payment for the services. The total charged was to cover new Passport (DS-11)- Form filling service, 24/7 assistance, PDF Application Download and Detailed Instructions. ****************** of $39.95. Passport Card of $19.95 and **************** of $19.95 totaling $168.85. This is info from the receipt which was sent after all was completed. I had a problem with the entry of one field and ended up with the field incorrectly filled. I found this when the application was downloaded to me. In attempting to find a way to correct this I found the official government site where I could fill out the forms, print them and get nothing different than what this company provided but at no charge. I called them twice trying to find out what the charges provided, especially the last three and they would tell me nothing more than they were a third party and provided the filled out application and the fees I paid were not for the purpose of gov't collection but their fees for services. I asked if the fees I paid provided with any further services i.e. the ****************** and **************** and was told no. Basically they had fulfilled their responsibility according to them. It seems like quite an exorbitant fee to fill out a form available for free and very easy to complete. Their positioning with the search brought them to the forefront making it seem like they were the official ones to provide the application. Both of my calls ended with them hanging up. My main complaint it that there is no way to see what they are providing without paying their service fee first, and they have a timer running at that point that intimates you have only 5 minutes to enter CC info in order to continue. No chance to see, then pay, then be able to print.

  Business response

  06/11/2024

  To whom it may ************************ on the customer's information and upon our checking, we have found that this client did not apply through our website. It is clear that he is referring to us incorrectly because our website makes it very clear that we are not affiliated with the government and that we only charge $90 not $168.

  Customer response

  06/11/2024

  Further investigation revealed that though they use U.S. Travel and US Passport as company names on various documentation the actual company I am complaining about is Premium Op Services LLC located in ***************, Fl.  It appears that they are known to have perpetrated numerous scams. I apologize for the confusion.

  **************** True

  Business response

  06/18/2024

  
  Dear *****************, 

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

  06/19/2024

   
  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. I will be watching for the credit to post at which time I will consider the issue closed with my thank-you to assisting associations.
  
  Sincerely,
  
  ****** True

  Customer response

  07/02/2024

  Though it was stated in the letter from the merchant as of July 2, 2024 Discover has not received the credit from them.  As a result Discover is attempting to contact them to process the credit.  They, in the correspondence from the merchant due to the dispute stated the same information as forwarded on to me by your office.  As a result of my conversation with Discover as of this date they are now placing the item under investigation.

  Thank you,

  **************** True

  Business response

  07/06/2024

  Dear *****************, 
  
  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of your new message on July 3rd, 2024.
  
  Regarding it, we hereby would like to state the following:
  
  We have received a notification from your financial institution, as you have disputed the amount charged for your application.
  
  Bear in mind that this transaction runs beyond our control since it has been processed directly by your financial institution in accordance with its own rules, regulations and processing times. 
  
  We recommend that you contact your bank for further information and assistance.

  
  
  With no other particular. 
  
  Yours sincerely,
  Customer Service Department
  
  

  
  

  Customer response

  07/20/2024

   
  Complaint: 21829056
  
  I am rejecting this response because: In each of the companies responses they claim the action ( refund) has to be done by the financial institution.  *** financial institution involved is Discover, which has informed me that a refund has not been  credited to my account as a final completion of our settlement because the company involved ,did send them a response to an inquiry stating they would refund the amount but, did not and still has not issued the necessary documentation to create the credit.  Since the transaction is in investigation Discover has placed a temporary credit for now and has moved the investigation to a higher level where they may determine to make the credit permanent.  I have been advised that US Passports has not made the appropriate steps necessary to close this situation. 
  
  Sincerely,
  
  ****** True

  Business response

  07/27/2024

  Dear *****************, 
  
  We are writing you regarding your new response to your complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on July 24th, 2024. 
  
  Regarding it and after reviewing your case again with our finance department, we hereby would like to state the following:
  
  On June 18th, 2024 we processed the full refund for your application as requested, however after the corresponding verifications, it has been confirmed that before this date, you had already initiated the dispute process through your bank entity. 
  
  As you had initiated a charge dispute process through your bank entity, before we processed your refund request, the refund could not be completed. 
  
  Because of the above, please note that your bank entity will manage the reimbursement of the charges made; therefore, we cannot issue a refund. 
  
  You should contact your bank entity for further information and assistance regarding the mentioned refund since the dispute process is accomplished with your banks own rules, regulations, and processing times. 
  
  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. 
  
  
  Yours sincerely,
  Customer Service Department
  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  More info

  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. 

*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. ↩