ComplaintsforFastport Passport, LLC

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used Fastport Passport to expedite my passport that I needed quickly. Their website states (and I was told by multiple customer service reps) that my old ********************** would be delivered to the passport agency, then picked up and overnight Fed-exed back to me. The company did not pick it up and instead it was mailed via **** by the passport agency. I was unable to get my passport in time due to the delay and had to spend a day off of work waiting in line to get issued a new one. I spent over $600 for this service, and they were uncommunicative, unresponsive, and are refusing to send me a refund request form. They are giving me the run around when they know the services were not what were promised.

  

  Business response

  05/02/2024

  Good morning *******, upon reviewing your order, we see that your original estimated delivery date provided to you was between 04/30-05/01. The ********** of ***** processed your passport and sent it out for delivery scheduled to arrive to you on or by 05/01 with a locator number of *********. We do apologize for any inconvenience this delay may have caused you but because the ********** of ***** completed and mailed your passport you would not qualify for a refund at this time. If you have any questions about locating your passport you can reach out directly to the ********** of ***** via travel.state.gov in which they can assist with tracking your passport.

  Customer response

  05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  Your website states If you need a passport in two weeks or faster, we are the right service for you. Once you place your order, we will direct you to our Instructional Checklist. This page has the forms and documents required for your application. You will gather the necessary documents and forms according to the checklist and then you send that all to us using overnight ****** Once our office gets your documents, we will begin the processing. Once your new passport is ready, we will send it to you using overnight ***** shipping.

  You DID NOT ship my new passport via ****** The passport agency sent it via **** and thats why it didnt arrive in time. Your agent told me that the passport would be PICKED UP at the passport agency and then FEDEXed overnight to me. Something failed in your system because no one picked it up. Because the passport was late, I had to miss a day of work, go to the agency, and get it reissued in order to make my flight. It is not the fault of the ***************** You failed to provide the services I paid for.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  07/03/2024

  Our records show that the original date you were given for the passport application process was between 4/31 and 5/1. This date depended on us receiving an error-free application and being able to submit it on our agreed date with the passport agency. However, the application we received didn't meet the agency's requirements (it was printed too small), so we had to wait for you to send a corrected application. This delay meant we had to reschedule the appointment with the agency and their availability was not guaranteed. Despite this setback, we managed to have the passport delivered to you just one day after the original estimated delivery date (5/2). We are not able to issue a refund because the passport agency processed the passport in the time quoted for when they receive an acceptable application. We apologize for any inconvenience, but we are subject to **************** rules for presenting an application for expedited renewals.

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They are correct in that my original submission was not complete, so I resubmitted the same day. I was told I would receive it by 5/2. My passport arrived on 5/3 NOT 5/2. I have the confirmation and tracking information to prove it. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started an application for my passport through fastport passport and was charged the full amount. The passport application wasnt approved and was unable to go through with the process so I called customer support. I was trying to call to get a refund not even a day after starting the process. After being on hold for hours and calling about 20 times this past week I have still been unable to get someone on the phone so I can get a full refund. This company is very frustrating and the other reviews prove me right. Definitely will not be using this company again and will be contacting my lawyer for a civil suit if I dont get a response from this company soon.

  

  Business response

  10/05/2022

   Sorry that you've been having difficulties getting in touch with us. The refund email has been sent to your email on file. 

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for the services of Fastport Passport LLC / RushMyPassport to obtain a passport for my son *******************. Unable to use the services, a refund was requested and approved on 8/24/2021. To date, this refund has not been correctly credited to my account. They gave me a confirmation number but no refund has been materialized. It is not up to me to trace where their bank transferred the funds.On 8/24/2021 my local **** advised me that they do not recognize a third-party vendor. They denied my proof of payment to Fastport Passport and would only process our request for a Passport if they were paid directly. I called Fastport Passport with my experience. As instructed I requested a refund via email and it was granted by ******************************* on 08/24/2021 in the amount of $272.95. I was told it would be credited back to the credit card (cc) that was originally used for the purchase cc ending in **** within 3 - 5 business days. To date, I have not received the approved refund on this cc which is still active. **** of America (BoA) has confirmed my initial payment to Fastport Passport using my cc ending in ****. BoA has also confirmed multiple times that there has not been a refund credited to this cc to date.Support documents include: Email from Fastport Passport LLC confirming payment of $229.00 was received from my cc ending in **** on 02/22/2018. My ******** statement showing the charge to my cc ending in ****. Email from 090/8/2020 assigning an order number of GW-72159A8EA. Email showing the refund was approved by ******************************* on 08/24/2021 in the amount of $272.95. BoA statement showing the charge to my cc ending in ****. BoA statement showing there is not a credit refund back to my cc ending in **** from Fastport Passport or any other name affiliated with this company to date. A Refund Dispute Form was received 10/19/2021 completed and returned within the 15 day window by email 10/25/2021 and **** 10/25/2021.

  

  Business response

  11/10/2021

  We apologize that the customer is frustrated and wanting a refund for services not used.  However, the customer requested a refund of our fees for an order that was placed in 2018.  That is well past our refund timeframe, which is generally 3-5 business days.  We remain willing to assist the customer in securing a ********************** and can hold the order, but cannot issue a refund for an order that was 2 - 3 years old.  

  Customer response

  11/12/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  A refund was already approved on 8/24/2021. See email. No refund has been received by me on the credit card charged or by any or method. I cannot utilize their services to gain a passport because the **** does not recognize them. That was the reason the refund was approved. All I want is to have my money returned to me as approved in the email. It should have been returned to my credit card or a check needs to be issued to me directly. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  11/16/2021

  We are sorry that you received a note, but again an order that is 2 years old is not eligible for a refund.

*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. ↩