ComplaintsforUS PASSPORT 123 GROUP, INC.
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Complaint Details
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Initial Complaint
04/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
My passport renewal was received Aug 26,2020. It's been 12 weeks and I still don't have my passport. I was told by a call center supervisor that the passport agency is processing passport applications that just came in after y'all fully opened back up quicker than the applicants that applied during the shut down. I was told I had to pay more money to get my passport before I leave the country Dec 31. This isn't fair that you all are processing new applications before the old ones. I believe it true because my neighbor applied after I did in September and she just received her passport, and both out passports applications went to the same agency.Product_Or_Service: Passport book and cardInitial Complaint
02/17/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Applied for a new passport in December. Status "not available" for weeks. Absolutely impossible to reach by phone although status check eventually provided the reference number and number to call. Finally received OLD passport only 2 weeks after they both supposedly were mailed out. Called them! Pressed irrelevant options, finally reached someone who said "it probably got lost in mail. Fill out the form and mail to **. Expect it I. 5-7 weeks" refused to provide tracking number or anything else to try to find the passport. Seriously! This is 31st century ***? Looks more like Russian rotten bureaucracy. I'm a victim of the identity theft in the past and I'm not ok with "lost in mail". And as a taxpayer I should not be doing someone else's job looking for my passport around post offices (advices by passport agency supervisor) I recorded the conversations and will be getting in touch with Reps and Senators.Business response
02/17/2022
Dear BBB,
According to this message the client applied directly through the us department of state. We are a private company and do not have record of this clients application in our system.
Initial Complaint
08/20/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hello there! I'm ***************************. I'm filing a complaint because I did an application for a passport 6 weeks ago. I have not received it. I chose for it to be expedited. My grandfather is dying. No one is helping me. I went to the ****** Passport Agency. I called the number given to me and didn't get to speak to anyone. I'm not getting any help from anyone. Please if you can email me at ************************ or call me at 7742408461I'm looking for my son's passport: *****************************************, DOB: 05-10-20Business response
08/20/2021
Dear ******,
After checking our records we were unable to locate an application for you. If you applied for your son's passport through the post office or courthouse you would have to reach out to the US Passport Agency at the following number *************. If you feel you have reached this message in error please feel free to give us a call at ************.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.