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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

  • 204 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:01/15/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 have been scammed by this company. I believed I was applying for and paying the fee for a passport. That was not the case even though their website appears so. It is clear that they are deceiving clients and charging them. This is very deceptive. Looking at other complaints on BBB and other places (so many complaints for the same thing), it is clear that this company is taking money in a knowingly deceptive way. I've never seen such blatant deception/fraud. On their website, they say, "Simplify your U.S. passport application with our trusted service" and "With personalized support, we ensure a seamless and stress-free passport acquisition process." They also have a button that says "Apply for Passport Now." Their website is red, white, and blue and they have American Flags on it.

  • Initial Complaint

    Date:12/21/2024

    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.
    I was trying to renew my son's passport and clicked on a website that I thought was legitimate (**************************************************************************************************************************************************************************************************************************************************************************). I entered my son's ssn and other personal information and concerned that they might use it. Any advice on what I can do is greatly appreciated.

  • Initial Complaint

    Date:12/20/2024

    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.
    Company claims to get your passport for you for an 85 fee. All they do is send you paperwork I could have gotten at the post office for free. Charged to my account on 12/19/2024

  • Initial Complaint

    Date:12/18/2024

    Type:Order 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 12.18.24 I searched online for Passport Renewal Online and was directed to a website that appeared to be an official government site. It used **** links and professional branding, leading me to believe it was legitimate. I filled out the application and paid a fee, only to later discover this site is a third-party service with no affiliation to the government. The fee was not for renewing my passport but for application review services, a detail that was only disclosed after payment.The websites design is highly deceptive, mimicking an official government portal. Disclaimers clarifying their status as a third party are either buried in obscure sections of the site or in tiny text on receipts, which users only see after completing their transactions.This company collects sensitive personal information, including social security numbers, parents maiden names, and addresses, raising concerns about identity theft. Users unknowingly provide this information, thinking they are on an official government platform. Several victims, including myself, have expressed fears about the misuse of this data.I've requested a refund, but have not heard back from them. Many other individuals, including senior citizens on fixed incomes, have reported similar experiences, with the company refusing to take responsibility for its deceptive practices.Their business model is fraudulent and predatory, targeting unsuspecting individuals who assume they are on an official government website. This not only leads to financial loss but also exposes consumers to potential identity theft.Desired Resolution:1.Refund all fees charged to me and others.2.Clearly disclose their third-party status and service terms upfront.3.Cease deceptive practices, including mimicking government websites.4.Investigate the handling of sensitive personal data collected through their platform.I urge the BBB to take swift action to protect consumers from this harmful and deceptive company.

    Customer Answer

    Date: 12/19/2024

    Having filed a complaint with the BBB and letting the company know that I had done so, I received an email from them (someone named ******) who said they would issue the refund. They also pleaded their case that they are a legitimate business, which I responded that I appreciated the refund and hope they will delete my application and information and that if they are really trying to operate as a legitimate business they should be way more transparent and make surer all of their pages and documentation are clear that they are a 3rd party and not processing documents directly for the government.

  • Initial Complaint

    Date:12/18/2024

    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.
    Claim to offer us passport service. making you think the $90 is for govt fees and its not. all they do is make a pdf form that you filled out on there website for you to print out.

  • Initial Complaint

    Date:12/12/2024

    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.
    The site came off like it was actually facilitating the passport renewal, but was just prefilling our forms. The only indicator the site was not the actual passport renewal site was a very small banner on the home screen. Even acknowledging my carelessness in misinterpreting the site, I found the actual service to be worthless, as the only thing I've received is a pre-filled out PDF that's populated with fields I entered into their site. When I recognized my error in purchasing the service, and requested a refund as permitted by the refund policy, I never received a response to my request. My original confirmation email told me to reply to it with any questions, however, when I did so I was informed the email address was not valid. I then tried using the contact form on the website but never received a response.The whole thing feels like a scam to get information. No actual service seems to have been provided from what I can tell other than pre-filling out a form.

  • Initial Complaint

    Date:12/11/2024

    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.
    This is a deceptive website. The website is design to look just like a legitimate federal government website. They also pay to have their site come up at the top of a web search for the legitamate government website. Its not even clear it is not a real government website until you pay the fees. Then its too late to They are offering a service that is already free then add a postage fee to make it seem ****************************************************************

  • Initial Complaint

    Date:12/10/2024

    Type:Order 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 needing to renew my US passport for an upcoming trip, due to it expiring soon. I was directed to the for to complete the renewal, and paid the $88.83 for the processing of the passport application. It wasnt until the payment was taken, that a page came stating to print off the application and take it to the post office to be processed and pay for the passport. No where did it state that this payment was simply to type up a form and print it offFOR ALMOST $90!!! They make the site look like a legit government application site, which is absolutely misleading. The email they send is basically the printable copy of the passport application you can get for free at any post office! I called legitimate US passport office and was advised that this company (and I use that word loosely) is not affiliated with them and is more than likely a scam.

  • Initial Complaint

    Date:12/10/2024

    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.
    Date of the transaction 12/10/2024 Amount Paid $85.83 Buisiness commits to applying and filing for passport **************** Website poses as a Passport Renewal website but is only a website that takes your information that you type in to fill out the appropriate form. The business does not apply or file anything. They have you fill in all the necessary information and charge a fee and then send you nothing but the form filled out with instructions on how to go apply or renew your passport.

  • Initial Complaint

    Date:12/09/2024

    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 Monday, December 9, 2024 at approximately 1:50 pm, I was searching how to file a passport renewal online. I was confused, because the state website I was on seemed to kick me out saying that the application did not meet the requirements and then it glitched and allowed me to continue with a fee at the end. I was charged approximately $85. I thought the process was completed and printed out the document and was confused when I saw it state several other fees were required for the filing. Once I checked that the charge went through, I double checked all the steps taken. I noticed that the browser history was erased during the specific time frame I was processing the passport online. All history was in tact before and after. This made me very suspicious and I realized that we had been hacked and scammed by this company. I thought it was a government agency and have no need to pay a third party to digitially fill out this free application. This company is cheating people and keeping very sensitive personal information. I am very concerned about the potential risks this will pose our family as we have been victims of identity theft in the past.

US Passport Online LLC is NOT a BBB Accredited Business.

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