Complaintsforus-passports.org

• Initial Complaint

  04/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This "service" intentionally hides their intended services. They use the same domain as the government website but instead uses ".org" instead of ".gov" and charge for services that would otherwise be completely free. They only make it known AFTER you pay for the services implying that it IS NOT available anywhere else. They simply "Type" the information that you give them in a document that could be picked up for free at a local courthouse. Only after you pay do they mention that "they are not affiliated with any government agency" and "are only providing customer service" and you will still be charged for the ACTUAL services for the EXACT SAME AMOUNT at said courthouse or other government agency. they intentionally charge that amount for people who think that they are getting a service to FILE paperwork to receive a passport but instead are only putting the information THAT THE "CUSTOMER" MUST PROVIDE into the document. All the information that I had to give them could have easily been handwritten in the FREE FORM but they dont tell you that in plain writing until after the ***** hour period of waiting for the document. This is a complete and total SCAM! They only want to take money from people and not offer any actual help or the "customer service" that they claim to provide. I have sent multiple emails to their "customer service" department regarding this information and have gotten ZERO RESPONSE! They know what they are doing, and they know they are preying on people. SCAM.

  Business response

  05/06/2024

  Dear *********************,
  
  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, case #********, which we were notified of on April 30, 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; on the homepage of our website, it is also indicated that the individual can carry out a passport application directly throughout the government website without our professional assistance. 
  
  We have checked your information and confirm that your Passport renewal application (DS-11 form) has been completed and sent to your email address. 
  Having said that, we would like to underline that your communications to our customer service team has been answered in a timely manner. 
  
  Notwithstanding the previous, and although the services were well rendered, please be informed that on May 1, 2024, we have already proceeded to make a full refund of the charges made directly to the same method of payment used. 
  Additionally, we would like to stress the fact that we offer qualified 24/7 customer service by email: *********************
  
  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

  05/07/2024

   
  Better Business Bureau:
  
  US-Passport.org has responded to my complaint and has provided a refund in its entirety. I am satisfied and appreciative of their timely response.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The online website *********************************** looks confusingly like many US government official websites. In fact, it looks confusingly similar to several online US government websites associates with getting your US passport.When I wanted to renew my passport, I searched for "US Passport Renewal" and their website was the first website to show up. When I entered their website, it looked like I was able to renew my US Passport online, so I filled out the application, believing that I was submitting all my private information to a US government office.I thought I was paying $128.90 for my passport renewal. But NO - to my surprise, I had just paid $128.90 for just filling out a form!!!! I am furious! Please Shut These People down! Not only did they scam me out out $128.90, but they also now have a LOT of personal information about me that I would have NEVER submitted to some random company had I know that I wasn't dealing with a real US government agency.These sites need to all be shutdown - every single one of them is impersonating a US government agency and scamming US taxpayers out of millions of dollars.I have attached a screenshot of the email they sent me, and the *** they sent me. This isn't buyer's remorse, I feel like I have been victimized and scammed by a company in ******* that is impersonating a US government agency.

  Business response

  04/27/2024

  Dear ***********************, 

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on April 21, 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, the refund request has been approved and, therefore, on April 27, 2024, we proceeded to make a full refund of the charges made. Depending on your bank, the transaction can take up to ten (10) days to be received.
  
  Finally, Our Privacy Policy is permanently available on our website for consultation by individuals at any time, in compliance with the regulations that apply to us.
  
  
  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

  04/29/2024

   
  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

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello. Today (4/14/24) I spent time trying to renew my passport online around 12:30 pm CST. The first link which popped up on ****** was to a site called U.S. ************* Application. When I clicked on the link, the site looked like it was the official U.S. government website for passports. The page which I was immediately directed to asked what type of service I needed for my passport and then directed me further into filling out information. The entire time I thought this was a government site. I filled out all my personal information including my social security number. The last page listed the charges and it seemed to me these charges would be associated with submitting my online application to the government. I clicked submit and then I received an e-mail with a pdf of all my information filled out int the standard DS-82 passport form with further instructions to send this onto the government. I was completely taken back that I needed to send this form in by mail with additional payment to the government. The entire time I believed I was filling out an online application. So I found the homepage of this website and scrolled down to the very bottom it explains that they are not the government and their fees are separate. I am still not sure what they really charged me for at this point. The fees they listed out seemed like processing fees for online application and submittal but apparently it was to just take my answers and put it in the form. Their site also says the form is computer generated but in another part of the website it says it is checked by a human. Which is strange because the time it took me to get the form from when I submitted it to when I got the e-mail was about 20 mins. Also, I was charged $168.85 which is eerily similar to what the government asks for passport renewal fees but in check form. I have filled out a complaint form on their website. I have also called them and they said they will issue a refund. I am not sure I trust they will do so.

  Customer response

  04/15/2024

  Today the company e-mailed me and told me they have issued me a full refund and that they understand the confusion. I have checked my credit card statement to see they have already begun to refund the full $168.85. I am relieved to know the money has been refunded but I am still confused what the point of this business is really. It seems oddly deceptive and now when I ****** the exact same search, it no longer appears as a top search. So there is something strange going on with their paid advertising. On their website I filled out the full passport documentation thinking it was the real online submittal process which means I entered my DOB, social security number, home address and more. I hope they wont sell my information online. This is my next big concern. Hopefully this is not the case. Thank you. 

   

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

   

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Scammed on a passport renewal. Want refund. Not a valid prepaid passport website.

  Business response

  04/27/2024

  Dear ***********************, 

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on April 13, 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, the refund request has been approved and, therefore, on April 27, 2024, we proceeded to make a full refund of the charges made. Depending on your bank, the transaction can take up to ten (10) days to be received.
  
  
  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

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I need to renew my passport. I searched and found what I thought was a US Government website. Too late, I realized that I had given a lot of my personal data to a private company. Through the website, I have requested a refund and that the company delete my personal data. I am very concerned about my personal data being sold to individuals with bad intentions.

  Business response

  04/16/2024

  
  

  

  
  

  Dear Better Business Bureau,

  
  

  Thank you for your email. We will be glad to assist you.

   

  In order to modify your application, please reply to this email as soon as possible with the information you need to add or amend, and we will send your application with the requested changes applied.

   

  We look forward to hearing from you at your earliest convenience.

   

  Best regards,

  Customer Service Department

  Customer response

  04/17/2024

   
  Complaint: 21570294
  
  I am rejecting this response because:  The response makes no sense.  I would like an assertion that they deleted my data.  They did refund my money, which is a positive.
  
  Sincerely,
  
  *********************

  Business response

  04/26/2024

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

  Please, be informed that your erasure data request has been attended in due time and form by our company, and we have sent you the communication to the email address used in our website. 

  Please be aware  that (i) your erasure right request has been attended in accordance with the requirements of the applicable data protection laws and regulations and (ii) you have the right to lodge a complaint before a supervisory authority in case of disagreement with our response. 
  Best ********************************** Department
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company represents as a government agency for passport renewals. They asked for passport information, expeditated charges, social security information, and payment. When completing the information and email with link to a flagged website and warning. I called the US passport department and found out this was a scam. I called and emailed them requesting a refund, as the misrepresentation of what they needed with my passport information. I have found that they are unable to assist me in the renewing of my passport and any found money paid to them does not go to the renewal fees.

  Business response

  04/27/2024

  Dear *************************, 

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on April 13, 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 already processed and the full amount charged was returned on April 14th, 2024, to the same method of payment used, as per your request.
  
  
  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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March of 2024 I used this service under the assumption that they would file my passport online, that this was a government program. This site is specifically crafted to make the consumer think their service involves filing the passport forms. In actuality, they are filling the passport forms. They dont even say filling out in their description and it seems like this is possibly intentional to confuse the consumer. Fast forward 3 weeks and the passport office informs me that all sorts of companies are popping up to scam consumers like this. I paid this company close to $400 dollars including money for expedited service. All they do is fill the form out for you. Who would pay that much to have someone fill out forms for them? Im on hold on their 800 number right now and have been given no indication if anyone will ever pickup. I.e. no thank you for holding or your hold time is. Not just the money I paid to them but now this company has personal information that I thought I was providing to the US government.

  Business response

  04/24/2024

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

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on April 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 after reviewing your customer file, although our ******************** were well rendered, we confirm that the refund for our services fee was already processed and the full amount charged was returned on April 13th, 2024, to the same method of payment used, as per your request. 
  
  Finally, we confirm that an email has also been sent to the email address used to register, in response to your Data deletion request. 
  
  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

  04/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  When I completed an online search for renewing my passport, ****-passports was a top result. The website appears to be in association with the **** government, but is not. I thought I was paying for a renewed passport, but after paying realized I paid for someone to complete a document with my private information. I am greatly concerned about my identity being compromised and want to ensure my information remains private.

  Business response

  04/20/2024

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

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on April 5th, 2024. 
  

  Regarding it, we hereby would like to state the following:
  

  Please be informed that we are a private company not linked to the **** 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 well rendered, the refund request has been approved and, therefore, on April 20th, 2024, we proceeded to make a full refund of the charges made. 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 ** section as well, to reach our customer service department. 
  
  Finally, we confirm that an email has also been sent to your email address ******************** in response to your Data deletion request. 
  
  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

  04/22/2024

   
  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

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  03/2024 FEE PAID: $168.85 ISSUE: Notice of fees NOT being associated with renewing a passport not being in a conspicuous place or made to be seen without searching.I looked up passport renewal and came to this website that had Passport Renewal DS-82 complete online. It was in a red box and clearly stood out. The disclosure did not stand out in a color box but imbedded toward the bottom half of the page. Upon paying the fees I saw the "fine print" on the bottom of my "Payment made successfully" labled printout. I have requested a refund but kept being told we are a private company in which I was hung up on.

  Business response

  04/04/2024

  Dear *************************, 
  

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 22, 2024. 
  

  Regarding it, we hereby would like to state the following:
  

  Please be informed that we are a private company not linked to the **** 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 customer file, although our ******************** were well rendered, we confirm that the full refund for our services fee was already processed on March 21, 2024, as per your request. 
  
  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

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction is 2/20/2024. The payment in the amount of $108.95 went through and was billed to my card. The business is providing a service to complete forms for a passport renewal. It does lead you to believe that they do all the processing for the renewal. In addition, the false advertising is that you can reach this company via text or phone call or email. None of the options exist. The privacy policy notes ********************* but emails to this come back undeliverable. I have attached a section of the privacy policy off of the website. There is no phone number and no links that would allow you to contact this company. However, you do not know that until you complete the payment. I do not believe this company is legitimate. I do not trust this company enough to open their document they sent via email because this seems like a scam since you cannot contact them as noted in their privacy policy.

  Business response

  03/01/2024

  Dear ****,
  We are writing to you from Premium Op Services LLC  ***************** (hereinafter, our/the Company), owner and operator of the website www.*****************************. We hereby confirm receipt of your notice dated on January 23, 2023, with regard to the Consumer Complaint with ID ********. In this sense, we would like to point out the following:
  Firstly, we would like to clarify that Premium Op Services LLC  is a private company not affiliated, owned, or operated by any U.S. *************** or any government agency. As stated in our Terms and Conditions (Terms) as well as in the disclaimer which is always available on the top and the bottom of our website, the service that we offer is to facilitate passport application forms that the customer must submit by himself, by following provided personalized instruction, before the corresponding U.S. ***************, in order to obtain their desired passport application. Therefore, at no time we do offer nor ***** our customers with their official passport applications as it is an exclusive competence of the corresponding U.S. ***************.
  Having said that, and after having thoroughly carried out the appropriate internal checks, we would like to stress the fact that the customer created and fulfilled a passport application form with us on February 20, 2024. On the same day, our agents (i) reviewed the online form in order to ensure it was correct and complete and (ii) sent the printable PDF form to the email provided by the customer, together with the personalized instructions on how to submit it to the corresponding U.S. ***************. 
  In this regard, and notwithstanding the foregoing, and although our professional services were correctly rendered, we would like to highlight we exceptionally decided to refund the complainant total amount paid ($108.95). The refund was made to the same method of payment used to pay our private fees. Please, be aware that the transaction can take up to 10 working days to be completed. 
  We remain at your disposal for further clarifications regarding this issue. 
  Yours faithfully,
  Customer Service Department 
  

  Customer response

  03/01/2024

  I did receive the refund as stated.  However, this company website email information does not work.  The email comes back as undeliverable.  The graphic of a phone/text on their website does not work. There is no way of contacting them.  On their website you only have the ability to enter a support request.  I entered a request to them to validate per their privacy policy "Furthermore, if you have provided us with your consent to process your personal data for specific purposes, note that you can withdraw said consent at any time. Upon receiving your withdrawal request, we will proceed to delete your personal data."  If upon my request for cancellation and refund if all my personal data had been deleted.  To date, I have not heard back from them.   Again, there is no way to contact this company and their website seems like a scam.  Them having my private information is my concern since all indications from their website seem like a scam.

  
  

  Business response

  03/12/2024

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

  We are writing you regarding your consumer complaint lodged before the Better Business Bureau, case #********, which we were notified of on March 1st, 2024. 

  Regarding your last communication, we would like to confirm you the following:
  

  After carrying out the appropriate internal verifications, it has been observed that your Customer File is blocked due to that you have exercised your erasure data protection right.
  

  We confirm that our response to your erasure right request was sent to the email address ********************************* on March 2, 2024. 
  

  You may not have received our emails, since they may have been delivered to your spam inbox. We kindly request you to check your spam folder to find our response to your request.
  

  Therefore, we confirm that your erasure right request has been duly attended to in accordance with the requirements of the applicable data protection laws and regulations. 
  

  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

  03/12/2024

   
  Complaint: 21321678
  
  I am rejecting this response because:

  I understand that my information has been blocked in their information system.  However, I would like to know specifically what is the retention period as noted below?

  From March 2nd response:

  In response to your erasure right request, dated February 21, 2024, Premium Op Services LLC (hereinafter, the Company) as controller of your personal data, it hereby confirms that:
  
  I.-  Your personal data (those that you provided to us when you completed the corresponding passport form) have been excluded from all the processing activities carried out by the Company.This means that they have been blocked in our information systems, adopting the appropriate technical and organizational measures to restrict its use. 
  
  II.- Your personal data will be retained for the necessary period we need to keep them to comply with the Companys legal obligations and/or address possible claims or queries related to our professional assistance services. In this sense:
  during the retention period, your personal data will only be unblocked in the event of a legal claim or to meet information requests from judicial bodies or government agencies like data protection authorities.
  once the retention period elapses, your personal data will be securely deleted from our information systems, except if there is any legal reason to continue retaining them.

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

  Business response

  03/20/2024

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

  Regarding your last communication, please note that according to applicable data protection regulations, data controllers are obliged to keep the personal data to comply with their legal obligations and/or address possible claims or queries related to the services offered. Therefore, your personal data will duly remain blocked for a retention period of five (5) years, once this period elapses, your personal data will be securely deleted from our databases.
  
  Yours sincerely,
  Customer Service Department
  

  
  

  Customer response

  03/20/2024

   
  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,
  
  *****************************

*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. ↩