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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

  • 193 total complaints in the last 3 years.
  • 61 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:10/20/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 led to believe that by submitting the form on their website (**********************************************************) they would be submitting it for me and taking care of the process. I put in my personal information (parents names, SSN, credit card number) and was never asked to confirm my purchase and was given a pdf of documents I could have obtained for free. Now I am requesting a refund because I do not need their services and have not gotten a response. I also need all my information deleted from their access.

    Business Response

    Date: 10/20/2025

    Dear ****** *****


    We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on October 30, 2025.  
    After having carried out all the necessary internal checks, we have not found your customer file in our database.


    Likewise, please note that ********************************************************** is a different website, not related to our company. 
    Therefore, please address your complaint to the company with which you completed your passport form, since we are not the correct recipient of your complaint. 
    We trust the above has been of assistance. 
    Yours sincerely,
    Customer ********************** Department


    Customer Answer

    Date: 10/21/2025

    The company that owns the website got in touch with me about my refund request. They stated that because of the service they provided they would not be able to give me a full refund, but instead a refund for 25% of the price I paid. I accepted and the refund was processed the same day. They also assured me that they are following the standards for personal information protection and agreed to delete my personal data from their records. I am satisfied with how the situation was handled and no longer want to proceed with my complaint. Thank you for your help. 

  • Initial Complaint

    Date:10/19/2025

    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.
    This organization presents themselves as if they are the federal government and falsely lead to you believe that you are renewing your passport on-line. This is not the case. USA passport online does not renew your passport on-line. They overcharge and do not provide any real service. I submitted my information on their website on October 19th, 2025. My debit card was charged $67.88. I will be disputing the charge with my bank. I am requesting an immediate refund from the company and would like all of me and my families personal information removed from their records

    Business Response

    Date: 10/20/2025

    Dear ********* *****,


    We are writing you regarding your consumer complaint lodged before the Better Business Bureau, with number case #********, which we were notified of on October 20, 2025.  


    After conducting all the necessary internal checks, we have not found your customer file in our database.


    Likewise, please note that the Order Number indicated in your complaint does not belong to our company. 


    Therefore, please address your complaint to the company with which you completed your passport form, since we are not the correct recipient of your complaint. 


    We trust the above has been of assistance. 


    Yours sincerely,
    Customer ********************** Department


  • Initial Complaint

    Date:09/27/2025

    Type:Delivery 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 use their US passport forms and never receive them. It is a scam. I paid $114 for them to complete the forms that are free.

  • Initial Complaint

    Date:09/21/2025

    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.
    On 9/20/25 I attempted to renew my passport via **********************************************************. After completing the application and paying $70 through my credit card, all that was sent was an email containing a pdf document with all of my information. There was further instructions to print it out and drop it off at the closest social security office, however I quickly realized that this is not the typical way to renew my passport and did not proceed with the process. I did make a payment that I would like to get back since this did not end up actually getting me to renew my passport.

  • Initial Complaint

    Date:08/26/2025

    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.
    There were 3 charges for renewing my passport. I saved it 3 times and for opening up the site to enter the information that I had to enter. I was charged and didnt even know. Why would they charge multiple times for opening only 1 passport . Why would I want 3 passports all the same. This company is taking hard working peoples $. Im requesting a full refund because on top the fee the charge I believed that the fee for the ********************** was included in there price already. That is the only reason why I did online because I dont have time to do all of that stuff. The first fee was April 03, 2025 for ****** The second was arch 9, 2025 for183.85 And the third was July 12, 2025 for ***** They looked up my information with my name. The customer ********************** took my complaint and sent it to the ones that make a decision which could only be done through email.

  • Initial Complaint

    Date:07/22/2025

    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.
    The website ****************************************** came up at the top when I tried to renew my passport, so I clicked on it and started entering my information. It charged me $67.88 for renewing my passport. When I downloaded the forms it gave me after I paid, I noticed that the forms stated I still had to pay for my passport renewal. I did a further ****** search and found out that I should have gotten these forms for free! So, ****************************************** ripped me off, making me believe I was paying for my passport renewal, but really they were charging me over $60 for forms I could have downloaded myself for free.

  • Initial Complaint

    Date:07/19/2025

    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.
    I was conned out of $68 for what I thought was a new passport. I received a pdf of a prefilled application for a passport.

  • Initial Complaint

    Date:07/15/2025

    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 7/14/2025, I searched websites on how to get a US Passport, this was the first site that came up and appeared legitimate. I was charged a total of $85.53 for forms I belated learned were free. I received an email copy of my forms and instructions on what to do from there. My primary concern is that this company has my personally identifiable information, has a history of scamming people and are still allowed to operate with no apparent penalty. I have had to pay an additional $90 to purchase identity/fraud protection and will now constantly be looking over my shoulder for fear of fraud or identity theft.

  • Initial Complaint

    Date:07/15/2025

    Type:Billing Issues
    Status:
    Resolved
    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.
    Fraudulent passport renewal site- charges you for nothing

    Customer Answer

    Date: 08/23/2025

    The company did return my money

    Thanks,

    *****

     

  • Initial Complaint

    Date:07/07/2025

    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.
    Order ID: ************ Order Date: Monday, July 7, 2025 - 10:59am Paid $67.88 Fraudulent website masquerading as a government site stole money. I submitted a complaint to their website for a refund but am demanding one here as well for these predatory practices. This website needs to be shut down. Every complaint on here says the same thing, I'm unsure why ****** has not been notified to remove their adwords listing and why they are still allowed to operate after scraping the government website to be an exact replica of the passport renewal site and scam users out of money. They have also stolen valuable personal information and should be investigated into their storage of PII.

US Passport Online LLC is NOT a BBB Accredited Business.

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