Review Time
Heard back from the billing department over 2 weeks after requesting a cancellation and their response was that they don’t do refunds that all sales are final.
From their refund policy they sent me:
Any order canceled within 30 days and not under manifest is entitled to a full refund. Any order is considered “under manifest” when a reservation of limited capacity at the Passport Agency has been placed on your behalf. Given the limited capacity of these reservations, any order under manifest will not be entitled to a refund. Additionally, any order in which the packet containing the application for submission to the US Department of State has been downloaded is not eligible for a refund. However, a non-refundable order remains active for 12 months from the date the order was placed and may be processed at any time within that period or transferred to a family member or friend.
Even with them getting back to me super late I’m still within 30 days and no where in the refund policy does it have words saying all sales final.
This company is a scam save your money.
Wish they would just be upfront and honest about this service. Takes forever to speak to anyone on the phone. Received documents via USPS even though was told they would arrive via FedEx. Received my passport but still waiting on passport card which will be an additional 2-3weeks. Never mentioned this delay. Would never use this service again.
The amount I owed was unclear, and when I was told I had a balance through an ambiguous email, they didn’t tell me what the amount was that I owed. They told me I could pay easily online, I cannot find the place to pay online or chat with people. On my account it is unclear how to get help or how to pay any additional fees. I have called and left messages with no return phone calls. I have emailed three times to the correct email and no one has responded.My mother-in-law and my husband sent their passport applications through USPS and got them back within a couple weeks with no issues and none of these extra fees and supposed help. I have wasted so much time and money on this “service.” I still don’t have my passport and I’m still trying to pay the remaining balance. I don’t recommend the service at all.
This service is deceptive and does not offer any advantages over handling it independently. They lack transparency regarding their refund policy. It clearly states that if the application is not completed, a refund is possible. However, they are refusing to refund my partner's fee, despite the fact that he did not finish the application and attempted to cancel the transaction. The requirement to pay upfront instead of upon completion is misleading. They are engaging in fraudulent practices by accepting payment for a product that is not being provided.
I regret not looking at the reviews first. While I take responsibility for my choice, I noticed the excessive prices and found out that a government site provides a more affordable option for the same duration. My refund request was denied, and now I have to pay an extra $200 in addition to the $200 I already spent. This is not the right platform, and I will continue to share my experience daily due to their poor communication and lack of response.
Let me start out with if any one needs a passport you are the ONLY company to go with!!! I had the privilege of working with Teresa Miller for my passport! I can only say in the day you only talk to computers or rude people I found my diamond! I had to get to my daughter who became very ill, my passport had expired and and with all the fraud I was so skeptical going with companies! I was working against time. I took the leap and went with your company. I am 80 years old and not computer knowledgeable. I became tied up in the program and could not go any further. Tried to call for customer help and was put on hold your customer service called me back and she stayed with me on the line walking me through step-by-step until she was positive that I had this all correct we got disconnected. She called me back to make sure that I had it all correct exactly what to send down to making sure I use black ink so there would be no problems. You have no idea what this meant to me and my family. Every once in a while in your life, you meet a true person. That is just a good person. Your company has an outstanding employee who I will be grateful forever to making it possible that I could be at my daughter side at her time of need thank you Teresa Miller for being such a wonderful help Lana Horton
I'm truly thankful for the dedication shown by the team. They went above and beyond to ensure my passport was processed on time, easing my worries when I received a letter from the state department requesting more information. Thanks to their efforts, I can look forward to a wonderful Christmas with family in a special place. I will definitely recommend their services to others. Wishing the entire team happy holidays!
On 11/17/25, I paid over $540 for the "Emergency service" option for a passport renewal, which promised a turnaround of 2-4 business days—acceptable since my trip was on 11/25/25. However, contacting a representative to finalize my application was challenging, and after a full day, I learned that the promised timeframe would actually be 6-7 business days. While I was disappointed, I understood and filed for a refund, which was promised within 5-8 business days. Since then, I have had no communication from them despite multiple attempts to reach out, including at least 9 calls and an email. As of this review, it has been over 13 business days since my refund request, and I still have not received it. This service seems unprofessional and unreliable for something as crucial as a passport. I ended up using another service that, although slightly more expensive, provided a smooth process, attentive customer service, and delivered my passport right before my trip. I believe the company should reconsider its association with such a service. My disappointment with this experience cannot be overstated.
SCAM. $200 plus does NOT include a passport. You are paying for prefilled passport forms (which you can get for free on government website) and a shipping label and insurance. The "government fee" is the fee for your passport and it is NOT included. READ THE FINE PRINT. I am SHOCKED that a company like FEDEX would partner with such scammers!!!!
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