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Business Profile

Passports and Visas

us-passports.org

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Passports and Visas.

Complaints

This profile includes complaints for us-passports.org's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 73 total complaints in the last 3 years.
    • 62 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2025

      Type:Product Issues
      Status:
      Answered
      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:
      Answered
      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


    • Initial Complaint

      Date:03/03/2025

      Type:Delivery Issues
      Status:
      Answered
      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 paid to get my paperwork for my passport! i never received a thing! No email or anything!! i tried to dispute with my bank and couldnt because the company said they were at no fault! Which they were! this is a scam!!! All iwant is a refund!!

      Business Response

      Date: 03/17/2025

      Dear Courtney Michelle Harness,
      We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 3rd, 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. 


      Our service is to facilitate passport application forms that the customer must submit by himself, by following the provided personalized instructions, before the corresponding ********************. In this regard, please note that the *** was generated and sent to you on January 13, 2025, so the services were provided correctly. 


      Regarding your refund request, we have contacted you directly by email to explain the procedure. 


      Yours sincerely,
      Customer Service Department


    • Initial Complaint

      Date:02/26/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Date: 2/25/25 **************** I applied for a passport and unknowingly filled out the government form through this website. I had thought it was an official government website. It was unclear that I was being charged for just filling out the form. I discovered that I had been scammed out of ******. I want a refund for this transaction.

      Business Response

      Date: 02/28/2025

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


      We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on February 27, 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. 


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

      After reviewing your customer file, we hereby inform you that although the services were well rendered, the refund request has been approved, and we have proceeded to make a full refund of the charges made directly to the same method of payment used to hire our professional services. No further action on your part is required at this point. Depending on your bank, the transaction can take up to ten (10) days to be received.


      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. However, it has been verified that you did not reach our customer service department to request assistance. 

      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

      Date:02/21/2025

      Type:Product Issues
      Status:
      Resolved
      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 2/20/2025, I was seeking to update and renew passports for myself and my wife. 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 various elements of sensitive personal data, up to and including Social Security Numbers, culminating in payments of $89.95 each ($171.90 in total). Only after payment did it become clear that the service was essentially a scam, being a glorified PDF editor that charges an exorbitant sum for an otherwise freely available government document and collects highly sensitive information. I immediately reached out to the company's much touted 24/7 **************** through both their contact portal and the provided email, but have not yet received any response. While I may have more patience in a different scenario, the amount of money lost to this scheme and the clear risk regarding sensitive personal information have drastically reduced the length of time I am willing to wait for a response. Worse yet, the Privacy Policy posted on the website states that contacts regarding personal data (and particularly the erasure there-of) may be answered as late as 2 months, which is utterly unacceptable when discussing information as sensitive as someones SSN. I feel an absolute fool for being duped in this manner, and I cannot begin to express the stress and anxiety this issue has caused myself and my wife. However, it remains that this business presents itself as an avenue of passport renewal, and that any supposed disclaimers are intentionally hidden in the margins, well away from any portion of the website users are intended to actually focus on and interact with. I will not be satisfied with any response short of the charges being canceled and/or refunded and receipt of assurance (and any possible documentation) that my and my wifes information have been scrubbed from their records.

      Business Response

      Date: 02/24/2025

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


      We are writing in response to your consumer complaint submitted to the Better Business Bureau, case number #********, which we were notified of on February 22, 2025.


      We confirm that your request has been reviewed, and the refund has been approved and confirm to you directly on February 24, 2025.


      The total amount of your applications 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.


      If you have any further questions, please feel free to contact us directly at *****************************

      Our customer service team is available 24/7 to assist you.


      Yours sincerely,
      Customer Service Department


      Customer Answer

      Date: 03/06/2025

       
      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:02/14/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 looking up how to apply for a US passport. I thought I was applying through the ***ernment 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 *** website and tricks you. It purports itself as a filing service, but it doesn't even do that.

      Business Response

      Date: 02/17/2025

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


      We are writing in response to your consumer complaint submitted to the Better Business Bureau, case number #********, which we were notified of on February 14, 2025.


      We confirm that your request has been reviewed, and the refund has been approved and confirm to you directly on February 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.


      Should you wish to submit a new application or if you have any further questions, please feel free to contact us directly at *********************************** Our customer service team is available 24/7 to assist you.

      Yours sincerely,
      Customer Service Department


      Customer Answer

      Date: 02/17/2025

       
      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:02/10/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 believed that I was applying for a US passport through the **** website, but instead I was using a .org website by mistake. The website that I accidentally used was ***********************************

      Business Response

      Date: 02/12/2025

      Dear ***** ******, 

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

      In response to your refund request, although the services were well rendered, the refund request has been approved, and, therefore, on February 12, 2025, we proceeded to make a full refund of the charge made for our assistance services. Depending on your bank, the transaction can take up to ten (10) days to be received.

      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 Answer

      Date: 02/12/2025

       
      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:02/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a website for applying for a passport which looked legitimate but is a scam. There are many complaints on this company on the BBB website. I have disputed this transaction but this site is misleading and appears to be possibly fraudulent.

      Business Response

      Date: 02/06/2025

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

      We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on February 3, 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. As stated in our Terms and Conditions and in the disclaimer which is always available at the top and the bottom of our website, 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.

      Notwithstanding the foregoing, and although the services were well rendered, the refund request has been approved, and, therefore, on February 6, 2025, we proceeded to make a full refund of the charges made for both applications (***** USD each). Depending on your bank, the transaction can take up to ten (10) days to be received.

      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 Answer

      Date: 02/19/2025

       
      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:01/26/2025

      Type:Product Issues
      Status:
      Answered
      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 company on January 26th, 2025 totally misled me into thinking it was a government agency providing passport services. I paid an exorbitant amount of money and handed over very private and damaging information including SSN for a PDF that helps "expedite" the passport application process.I am fearful that I have given so much information to a company that could do me and my family harm financially. I have emailed the company asking for a complete erasure of my information and a refund as well as calling, receiving no answer.This company has obviously defrauded a number of unwitting passport applicants and I would like my money back as well as some peace of mind as pertains to my personal information

      Business Response

      Date: 01/27/2025

      Dear ****** De La Durantaye,

      We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on January 26, 2025.


      Please be informed that we are a private company not linked to the *************** that offers assistance in filling out passport application forms. 


      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.


      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. 


      Also, about your delete request, you were being contact today directly to your email address by the correct team.


      Lastly, 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 trust the above has been of assistance. 
      Yours sincerely,


      Customer Service Department


    • Initial Complaint

      Date:01/22/2025

      Type:Product Issues
      Status:
      Resolved
      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 looking to renew my passport and this website was the first one that appeared on ****** for online passport renewal. It is a scam website that will charge you $89 to input your sensitive info into the DS-82 form for you, which you can get for free through the actual government website. They will not submit your renewal application and they do not cover the additional cost of renewing a passport. They are deceptive and take your money and do not provide the service as advertised. DO NOT USE THEM!!!

      Business Response

      Date: 01/27/2025

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

      We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on January 23, 2025  


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


      Additionally, we have reviewed the screenshot you provided and noticed that the email address sending the communication is not ours.

      Our official email address is ***************************************, whereas the email in your screenshot *********************************** 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


      Customer Answer

      Date: 01/27/2025

       
      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,

      **** ******

    us-passports.org is NOT a BBB Accredited Business.

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