Complaints

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up with their passport services filled out an account with all my personal info. They said to expect a call within 30min and I waited 4 hours and nothing. When they did call I was busy. They called twice back to back. About a half hour later I called them back and nothing. I tried the next week trying to call the agent multiple times and nothing. Then I finally called the number on the website and they put me through to him. Only to find out they most likely wouldnt be able to process it in time. There was a possible chance they would so I had them continue with the process and send me the email. After talking with my own clients and the out come of the transaction and the potential for it not coming in time they canceled their services with me. So I called the company back as soon as I heard and canceled. They said I should expect my money back in at most 10 days. This was on May 22nd. *** tried contacting them for the past 3 or 4 days now leaving my name and info and even waiting for up to 40min the whole time as the next caller in line. Its obvious now since they wont contact me back and its impossible to get ahold of them that this might be a fraudulent company I gave all my personal info to including SS# along with $394.00 Ive yet to see a cent from. Thanks in advance for your help. Just dont want my personal info stolen or for this to happen to anyone else.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a transaction on may 27th for $409.00 to expedite my passport. I travel on June 11th. On May 28th ***** contacted me at 4:10 p.m while I was at work. As soon as I finished I called him back and texted him. I have been calling and texting him for the past 3 days. I sent an email and called the main number twice and left messages. I wrote an email that went unanswered too. Tried their built in chat to no avail either. I write this on May 31st and I am still waiting to discuss or follow any instructions to send my passport to them. None of the process has been started. No one picks up the phone. I just want my money back at this point it is clear they won't be able to deliver after wasting 4 business days through no fault of my own.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, I'm an American based in ******, **************. I travelled to ******** with my husband and two sons in March to visit our extended family for Easter holiday. While there, I needed to renew my son's American passport quite quickly due to it expiring. I contacted the company Expedited ********************************************* in ** and paid for their rushed passport processing service after having talked to them by phone and being reassured that they would be able to process and get our passport to us by our planned return date to ******. Several days later, they called us and told us that they would not be able to fulfill our application due to unforeseen circumstances at the passport agency. As they were unable to complete the service, they told us they would refund the full amount of $590. On the 8th April, they sent me a PDF confirming that a refund had been sent. However, the refund never landed in my account. My bank advised I get the **** code for the refund from Expedited Passports and Visas so that the bank can track down the missing refund, but the staff at Expedited Passports and Visas have not been helpful or responsive in sending me the code. The staff has also stopped replying to my emails requesting the code.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I have not been provided the services/product I paid for and correspondence is being ignored by the company.+ The process started as planned to get an expedited passport + Part of the process involves customer paying for travel agendas and completing appointments in-person at passport agencies + I paid for travel agenda but was unable to complete the appointment in a timely fashion + After a negative interaction on the phone the plan was for me to purchase a new travel agenda and attend a new appointment at passport agency + *********** never sent the new travel agenda, so I was unable to complete a passport appointment + At this point, the company ceased to acknowledge my repeated efforts to complete the process + Numerous email inquiries were ignored and I never heard back from the company + They have ket my full payment + I have no passport and I have not been issued even a partial ******* requested a partial (not full) refund

  Business response

  12/08/2023

  Applicant Abandoned order, Applicant never sent documents in for processing. We booked a reservation to process documents for his expedited passport. We checked and approved all documents for quality control to ensure process would be seamless. The next step is for customer to send their documents in, which applicant failed to do. Per our service agreement the account is not eligible for a refund once reservation is booked. Please see attached. 

  Customer response

  12/09/2023

   
  Complaint: 20927617
  
  I am rejecting this response because: we were ACTIVELY ENGAGED in the process... I acknowledged everything in your response. However, the business fails to mention there was an appointment made with the promise of a new travel itinerary. The itinerary was NEVER delivered. The customer was therefore incapable of completing the process. I'm rejecting the response to make this ***********. And I'm documenting the process was not respectful, having IGNORED emails and forcing a Better Business Bureau complaint! The business had an opportunity to finish the job they were paid to do, to communicate in a professional manner, or to do the right thing. They have chosen a different route to take the customer's money knowing they did not provide the customer what was promised and paid for. For the record!
  
   
  *****************************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/13/2023 I purchased their service online. They were to process my files to obtain a replacement for a lost passport on an expedited basis. Payment was made to them via credit card in the amount listed below. I received and completed the many documents they submitted to me and as instructed called a specific number to review the documents and receive further instructions from a representative of the company. That call was ended abruptly on as the representative made several errors in repeating simple information back to me such as my e-mail and phone #. After each correction she insisted that she had not made a mistake and showed no apology for remorse for the errors. In order not to waste any additional time and to insure a correct processing of my order I asked to speak with someone else at the company. She immediately complied and said she would refer my call to her supervisor. We were then disconnected. I called back and was told that it would require one to two days for me to receive a call from a supervisor. I indicated that was not satisfactory and was told that was the company policy. The following week I missed a call from the supposed supervisor who left a voice mail. I returned that call more than once but never received a call back. Nor did I get a reply to the several e-mails sent to the company. On October 26th I spoke with **** at the company. He reviewed the situation and requested that I pay them an additional $150 charge to continue. I told him that made no sense to me. He checked with someone else and told me that was the company policy. When I told him in that case I would file a claim with my credit card company, the BBB. He put me on hold again and then came back and said they could not do business with me but would issue a full refund which I could expect to receive in 1-3 business days.

  Business response

  12/08/2023

  Customer placed an order with our service on 09/11/2023. Account manager reached out to customer to review service requirements. During this call applicant was uncooperative and would not allow account manager to speak, he was very rude to account manager. Applicant complained he did not receive any emails from us, but would not allow the agent to verify email address. He belittled, and spoke over the agent, to the point the call ended with my agent in tears. Account manager reached out to the customer again on 09/13 to review service requirements again. Customer still not able to receive email but would not accept any of our recommendations on how to resolve issue. Customer disconnected call with agent and sent a message to our chat system asking for a supervisor. Supervisor requests can take between ***** hours, this is our company policy. Customer then threatened to call ******************** and the owner of our company. Upon manager review on the account and review of the calls, email was sent to the correct address, customer was uncooperative and rude. Supervisor called customer after review, and left a voicemail for customer. Customer called in over a month later on 10/26/23 requesting to resume service. However after 30 days, we have to re-book processing slot to expedite passport. The re-booking fee is $150. Customer refused to pay re-booking fee and begin belittling another agent, ****. Per our core values we practice kindness and quality when assisting our customers. Unfortunately we do not allow our agents to be sworn at or belittled. Upon review of that call, we decided not to proceed with order due to customer's demeanor. We refunded the account in full. Refund confirmation is below:

  Transaction ID: ***********
  Payment Method: XXXX0561
  Amount: USD (274.95)
  Customer Name: *******************************

   

  Business response

  12/08/2023

  Customer placed an order with our service on 09/11/2023. Account manager reached out to customer to review service requirements. During this call applicant was uncooperative and would not allow account manager to speak, he was very rude to account manager. Applicant complained he did not receive any emails from us, but would not allow the agent to verify email address. He belittled, and spoke over the agent, to the point the call ended with my agent in tears. Account manager reached out to the customer again on 09/13 to review service requirements again. Customer still not able to receive email but would not accept any of our recommendations on how to resolve issue. Customer disconnected call with agent and sent a message to our chat system asking for a supervisor. Supervisor requests can take between ***** hours, this is our company policy. Customer then threatened to call ******************** and the owner of our company. Upon manager review on the account and review of the calls, email was sent to the correct address, customer was uncooperative and rude. Supervisor called customer after review, and left a voicemail for customer. Customer called in over a month later on 10/26/23 requesting to resume service. However after 30 days, we have to re-book processing slot to expedite passport. The re-booking fee is $150. Customer refused to pay re-booking fee and begin belittling another agent, ****. Per our core values we practice kindness and quality when assisting our customers. Unfortunately we do not allow our agents to be sworn at or belittled. Upon review of that call, we decided not to proceed with order due to customer's demeanor. We refunded the account in full. Refund confirmation is below:

  Transaction ID: ***********
  Payment Method: XXXX0561
  Amount: USD (274.95)
  Customer Name: *******************************

• Initial Complaint

  06/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This business is a joke and a farce. They are totally unprofessional and dishonest. Because ******* did not update me order in the system my sons passport did not come in time for our family trip to ***** which in itself was very costly. Not to mention having to change our flights and incur a big fee. And to think I paid them several hundred dollars just so they did not deliver and then Im out another $10k for flight changes. They took zero accountability gave me the run around with a different answer every time. I was told that a supervisor would be getting in touch with me within 48 hours. That does me no good. Then yet another case manager tells me shes sorry for mistake and ******* will be penalized and maybe Ill get a portion of what I paid back but thats up to the imaginary supervisor that never called. I told them I would be going to the local news and Help me ******. Im dont know how they are in business. I called the state department and reported them and the response I got was we dont deal with any of these expedited passport places and we have no idea how they able to get them expedited. Well for one they give you a fake itinerary to present to the county clerks. I dont want this to happen to anyone else and I at the very least want my money back

  Business response

  12/08/2023

  Applicant placed an order for a ***** business day service. Applicant placed this order on 06/05/2023. Applicant's quality control check and review of documents was completed on 06/16/2023. However applicant did not ship her documents in for processing until 06/20/2023. The documents were received on 06/21 per ***** tracking 780121273774. Our processing time begins once the documents are received. If we do not have documents to process we cannot process a passport. Passport was completed and delivered to client on 06/30/2023 via **** priority tracking number 4203343100009270196900893436595476. Our service time is business days, as the passport agency does not process on weekends. Customer paid for a ***** day service and received passport back in 8 days. We over delivered. Customer procrastinated on sending documents for quality control and ultimately on shipping the documents in for processing. 

*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. ↩