Review Time
For $200, we were supposed to get concierge level support correctly filling out a passport application, guidance on how to provide payment to the government and how to submit the application package, verified photos of drivers license, expedited processing, and timely support and follow up throughout the application process. We received none of this.
1. THIS IS NOT AN OFFICIAL GOVERNMENT WEBSITE!
2. Do not be fooled by the rating. Fake reviews are being written. Trust the “unprompted reviews.”
3. The ‘fee’ I paid I thought was for and to the government for the passport renewal. It was not.
4. I thought I was uploading my documents to the official US Passport office. I thought they were verifying that my documents met all the requirements before I sent them in via post the office. I did not know, want or ask them to send my documents on my behalf.
5. I scanned everything on the checklist including the application with my social security number and a copy of my check with the bank routing and account number for ‘pre approval’. Once I scanned my documents I never received confirmation they were received or the documents were accurately filled out.
6. Immediately I felt something was off. I Googled HelloGov and I saw it was not an official government site and it was not good. I know better than this! I immediately closed my credit card, and my checking account. Put a freeze on my credit, placed fraud alerts through all 3 credit bureaus. Contacted and reported them to the SSA Office, FTC and submitted a claim with my CC. There is an entire identity/fraud checklist on what to do and who to contact. It’s a lot. And I’m pissed!
7. I should mention the following business day after I scanned my documents, I had four text messages sending me login codes. Two texts came while I was AT the bank. These were login codes I had not requested. Someone was trying to access something. Coincidence?
8. Update: I checked my credit card and apparently someone has contacted them, I have a pending refund. When I asked a week ago their response was no.
DO NOT USE THIS COMPANY. OR BUYER BEWARE.
This company is a total SCAM! Paid for expedited service for my passport. Husband sent his passport on a "regular" rush via the DOS, same day I did with Hellogov, and got his passport before me! Mine won't show up for another WEEK! Total scam. Just use the regular "rush" service with the Dept of State... and save yourself the headache and keep your money in YOUR wallet.
Just got off the phone with a customer service agent who denied a refund and also denied my request to escalate my issue to a manager at this company. I have never been spoken with on the phone like this man. Very condescending and dismissive to me.
I was outside the refund window, but never utilized their service. This seems like a scam and I would never recommend this product. My understanding when I purchased was that this fee included the government fee and it does not. Do the application yourself on the government website and skip the EXTRA $200+ this service costs. You won't see it again.
Awful customer service. Not just unhelpful, outright hostile. The fee they quote you is in addition to the full normal cost of the passport for basically no increase in delivery speed. The total cost of the entire renewal process isn’t clearly detailed until you’ve already basically finished the application. If you want to back out before completing the application? Too bad. They refused our refund request despite doing ZERO work on our passports. Just use the government’s website. Cheaper, easier, and just as fast.
I used HelloGov today and am extremely disappointed. I believed I was paying standard government passport-related fees, but later learned HelloGov is simply a third-party middleman charging over $200 for documents that are freely available.
I did not complete or submit a DS-82, nothing was mailed, and no passport service was actually performed. I have not sent them any of my personal documents all the way to Miami, FL! Despite this, HelloGov refused to refund the service fee.
Downloading or generating a packet does not constitute providing a completed passport service, and I received no meaningful benefit that justifies a non-refundable fee of this size.
The website is misleading and does not clearly disclose, at the point of download, that you are paying a large, non-refundable service fee for something you can do yourself directly with the government.
The process started off smoothly, with the packet prepared for sending and the passport fee paid. However, we later discovered that my daughter still needed to visit the post office to have the documents approved and sent. The check included in the packet was not accepted, forcing us to pay an extra $200+. We reached out via email but did not receive any response or a refund.
I attempted to submit two expedited applications for my children. Unfortunately, the site crashed after I completed the first application and remained down for more than a day. I had to cancel my appointment since I couldn't print both applications from the site. Despite not receiving the expedited services, they refused to refund my fees because only one application was downloaded. This left me unable to secure a passport for both kids. Additionally, the request for calls feature kept malfunctioning.
I followed the instructions carefully to renew my passport. I sought assistance at a local post office, but no one seemed available to help. I completed the application, paid $246, and included a photo as required. The package had a shipping label that I used, along with a check for $212 made out to the relevant department. I mailed it via FedEx on 11/20,25. When I checked the status later, I discovered that the package is lost. The service never received it, and I'm extremely upset! My passport was inside!
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