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Business Profile

Passports and Visas

US Passport Online LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Passports and Visas.

Important information

  • Customer Complaint:
    This company is not affiliated with the US Government in any way.
    BBB strongly encourages consumers to read and understand all terms and conditions provided on the website before accepting them and proceeding with a purchase.
    There is a non-refundable $45 processing fee associated with all orders processed through US Passport Online LLC.

Complaints

Customer Complaints Summary

  • 202 total complaints in the last 3 years.
  • 48 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 for the website to fill out passport paperwork and found this site. It looked legitimate all through filling out the required questions. The last page asked for payment options which I paid $64.88. After receiving an email confirmation I noticed it was from US PASSPORTAND ******** and it was in no way affiliated with the *******************. I decided to come here to the BBB and was shocked at what I was reading about it being a scam. I just hope I that they actually respond to my email since there is no phone number and I can get my money back and my sensitive information is not used illegally!

    Business Response

    Date: 03/21/2025

    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 20, 2025.


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


    Our official email address is ***************************************************************. The website you mentioned in your complaint, ***********************************, 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 ********************** Department


    Customer Answer

    Date: 03/21/2025

    The claims that this never happened is absolutely ridiculous!  I have attached screen shots of my order.  I will not be posting pictures of my bank statement online.  I have called my bank and cancelled my card and will be disputing the charge when it posts.  I expect this will help and would like a favorable resolution.

    Respectfully,

    ****** T

  • Initial Complaint

    Date:03/14/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 charged $85.83 by ************************** to fill out free forms from the government for a passport. I input two debit cards that were declined, two credit cards and a third debit card before payment was accepted.

    Business Response

    Date: 03/21/2025

    Dear ******* Michael ****************** are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 15, 2025  


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


    Likewise, please note that the Order Number indicated in your complaint 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 ********************** Department


  • Initial Complaint

    Date:03/06/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 trying to renew my passport online and now Im discovering this site is a scam

  • Initial Complaint

    Date:03/04/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    When attempting to renew my passport, this website looked official, but it was not. It wasn't until I found the cost of renewing online that I realized I was taken for $67.88. This is an expense that is not necessary because the government does not charge you to fill out your own form. In fact, renewals can be done online. The website address is USA Passport Online, but the company billing the transaction is ********************************* LOC. This is a deceptive website. Please refund this charge and delete all information associated with my application.

  • Initial Complaint

    Date:03/04/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    So I went online today March 3, 2025 and was filling out information to do a first passport I supplied them all information and found out after they charged me ***** it's a scam website. I emailed them to get my money refunded but I need the money for an original passport. Please help me.

  • Initial Complaint

    Date:03/02/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 lead to believe that I was filing for a passport renewal through a government agency. It is actually an independent party and now they have all of my personal information. They dont even file the documents.I immediately contacted them and explained my concern. I told them I would be filing a complaint with the BBB. I can see that many others have had the same issue. My credit card company flagged the initial attempt as fraud. This caused me to look deeper which is when i learned of the fraudulent condition of the website. I have since contacted my credit card issuer to raise my concern. They recommending canceling my account and reissuing.

    Business Response

    Date: 03/06/2025

    Dear Amanda ***********,
    We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on March 3, 2025  
    After conducting all the necessary internal checks, we have not found your customer file in our database.
    Likewise, please note that the Order Number indicated in your complaint 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 ********************** Department

  • Initial Complaint

    Date:02/26/2025

    Type:Product Issues
    Status:
    Unanswered
    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 January 5, 2025, I checked the internet on how to renew my US passport, and I clicked on a link promising to renew the passport online. I filled out all of the information and I paid $64.88 to renew my passport. That's what the website appeared to promise. They even included extra charges for insurance and expedited service listed on their site. I received a confirmation email with a PDF of the form to print out and include with my passport photos when mailed. When I went to the post office on January 23rd for a scheduled appointment to have the photos taken and to mail the printed application with the photos, I was asked to pay $130 to actually renew the passport! I showed the post office employee my confirmation email and she said that I had been charged for something that I could have done myself for FREE. I reached back out to the company that same day with an "undeliverable" email response. Clearly a fraudulent email address since I simply responded to their initial email. There was no phone number to call. I tried several times, with the same response.This is a total scam! I used my moms credit card and she had to refute the charges. I request an immediate refund of the $64.88 that I paid. There are many complaints on this company on the BBB website. I have disputed this transaction; however, this site is obviously a scam to get money and personal information to sell to who knows who! This is beyond frightening to know. They should be stopped!

    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 26, 2025.  


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


    Likewise, please note that the Order Number indicated in your complaint 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 ********************** Department


    Customer Answer

    Date: 04/07/2025

    Good morning. I've received a few emails saying to please wait for a response from BBB, but when I checked the correspondence online, it says the company has replied and that I need to contact BBB within 5 days. Where is the company's response? What are the next steps? I am not satisfied until I receive a full refund.

    Thank you, *******

    Customer Answer

    Date: 04/07/2025

    Good morning. I found the response from the company saying that we identified the wrong company. The email shows their name so how can this not be them? *************************. It's highlighted in the email.

    We are not satisfied with this result and request they be held accountable.

    ******

    Customer Answer

    Date: 04/07/2025

    It has come to my attention that the name of the company is *********************************************** and not US-PassportOnline. I filed against the wrong company. I will submit a new complaint against ********************************************

    ******

  • Initial Complaint

    Date:02/25/2025

    Type:Product Issues
    Status:
    Unanswered
    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 is a scam site that tricks customers into thinking they can submit ********************** applications. I thought I was submitting my application and paying the processing fees. However, after filling out the application data and providing payment, they simply spit out a pdf of your application and tell you to mail it in yourself and that you must pay again for the application fees for the government to process. This site did not submit or process the application in any way and provides no service or value.They have disclaimers in fine print that state that they are a third party and that this process can be done with the government directly instead of through them. I saw these, but was under the impression that this site would submit and process my application. It was ok with me if that went through a third party. Their listing on ****** states "Renew Online" and their homepage states that they offer a streamlined and effective US passport application process. However, nothing about this is streamlined or effective. Their process is significantly less streamlined and effective than using the government site or form directly. Their wording on their site and ****** listing is highly deceptive and misleading, causing me to think that this was the correct way to renew my passport. I thought the fees they were charging were for the processing of my passport renewal application, as they provided options like expedited processing for an upcharge. After sending me a pdf of my data and telling me that they did nothing and I still have to submit everything and pay for everything myself, I attempted to email their support inbox. The email address they directed questions to was undeliverable. This is a scam and this charge needs to be reversed. I have disputed this transaction with my credit provider and am awaiting their ruling. I have attached screenshots of their site and my attempted email exchange. I appreciate your help in this matter.

  • Initial Complaint

    Date:02/21/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 2/21/25 I searched online using ****** to find US Passport renewal. The site ************************** came up and I completed the renewal process believing this was through the US Government. When I printed out the form I realized that I had been fooled, the application I paid $67.88 for was nothing more that the FREE paperwork that could be found at the ".gov" *** site.I believe this to be a complete scam and should not be allowed. For a site to fool people purposely into paying for something that is free, using red white and blue colors- mocking the official ***site is a travesty. HOW can this be legal? I would like my money back and would like to see this company have a check box or signature by customers stating that they recognize they are not affiliated with the US Government. This is terrible to scam people in such a dishonest manner.Regards, ******

    Business Response

    Date: 02/24/2025

    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 22, 2025.  


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


    Likewise, please note that the Order Number indicated in your complaint does not belong to our company and on the screenshot you attached to your complaint, indicates an email address that does not belong to our company either. 


    Therefore, we kindly request that you contact the appropriate company to resolve your complaint, since we are not the correct recipient of your complaint. 


    We trust the above has been of assistance. 
    Yours sincerely,
    Customer ********************** Department


  • Initial Complaint

    Date:02/20/2025

    Type:Product Issues
    Status:
    Unanswered
    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: 2/20/2025: 12:15 PM PST The amount of money I paid the business:$88.83 What the business committed to provide me:Streamline my US Passport Renewal Online What the nature of the dispute is:Searched online for Renewing my US Passport. Search found US Passport Renewal | Renew Online Now @ usapassportonline.org.After clicking on the search link, (3) options appeared, Passport Renewal Application, Apply Now. Start Here: Service: Renewal Passport.Fill in PII about the Applicant, Method of Communication, Travel Plans, Emergency Contact, Your Most Recent Passport, PII about Applicants Parent Information, PII about Applicant Spouse.USA Passport Online is a private company not affiliated with any government entity: ******************************************************************************************************************************************************************************************************************************************************************************** Submit Application Whether or not the business has tried to resolve the problem:Contact Us provided to again enter information on their website and have someone follow with them about my concern.If the issue involves advertising, when and where the ad was seen or heard:****** Search to renew us passport on Date: 2/20/2025: 12:15 PM PST Desire resolution:Our local City Hall verified the legitimacy of the application. They advised not to use this 3rd Party to complete the application, but pick up an application from them.

US Passport Online LLC is NOT a BBB Accredited Business.

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