Complaints

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.

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 checked my local acceptance offices and no one had openings until the end of July so I decided to use rush my passport. They didn't make it clear that I still had to go to the acceptance office which defeats the purpose! I understood that they handled everything if we gave them the information! They don't do anything but fill out the form for you so you could print it. This is false advertising.And I only found this out after I had paid and gone through the process of filling out the data for the forms. When it told me to preview the form there was two boxes to check to accept the terms and One of the boxes said that if I checked it I could not request a refund. Which gave me pause I did not check either box I closed out of the window and started to do look for how to get a refund. The refund policy said that I had to ask for a refund form to fill out. So I started a chat to request this form. The chat person **** told me that I couldn't get a refund because I had already "manifested" and downloaded the document. Which is patently false. I asked her to send me a verification of where I check the boxes and proof of that I had downloaded anything. Which she couldn't because I hadn't done either of those. I asked to start to a supervisor she said this isn't a supervisor situation and I said yes it is, please give me a number to call. She said that she would not give me a number to call because they don't have a number to call. This whole service screams scam! No phone number?They make you pay before knowing what they're actually going to do for you. Even if you don't accept their terms somehow their system does it for you and won't allow a refund. The refund isn't online or instantaneous I have to fill out a form, scan it and send it to who? Mail it!!! that's absurd in this day and age!!!They do this so you don't get your money back. I did not check the boxes to accept their terms. I did not download anything. I would like a refund

  Business Response

  Date: 06/05/2025

  Thank you for sharing your feedback we understand your frustration and truly regret any confusion youve experienced during this process.
  Wed like to clarify that while our service assists with preparing the necessary documentation and helping expedite the application through appropriate channels, it does still require a visit to an acceptance facility for identity verification and document execution a step mandated by the **** ******************* for certain applicants.
  That said, weve gone ahead and submitted a Refund Request Form to the email address we have on file. Please complete the form, ensure all required fields are filled in, and hit Submit once done. Once we receive the completed form, your refund request will be reviewed by our internal team.
  Please allow 7 to 10 business days for the review process.
  If you have any further questions or need help completing the form, dont hesitate to reach out to us at ************** or ************************** we're here to assist.

  Customer Answer

  Date: 06/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 decided to try to use Rushmypassport.com after an unexpected cancellation at the post office. I paid $209.00 to fix receive expedited service. I was able to manage to get another post office appointment and was able to obtain my passport that way. When I went to rush passport for a refund, I found they give you no option at all to. It is the most predatory business I have ever seen. The phone number provides no path to speak to a representative, you are prompted to go online and fill out a refund form but upon going to that page youll find the refund form is underlined as to appear hyperlinked but has no actual link attached. Meaning they give you NO path to receive a refund via their website. They say on the phone via automated message you can use your online portal but there are no options for it. I am writing this out of desperation hoping they will return the money to me since I have been given no other avenues to request a refund. Do not under any circumstance work with this company. They are predatory beyond belief. The fact that ***** works with them is unbelievable.

  Business Response

  Date: 06/03/2025

  Thank you for reaching out and sharing your concerns. I truly understand how frustrating this situation must be for you. After reviewing your account, I see that your passport application has already been processed and delivered. Unfortunately, because the application was used, you are not eligible for a refund.
  If youd like, I can send a refund dispute form to the email address we have on file for further review, but please note it is more than likely to be declined.
  If you have any further questions or need assistance, please dont hesitate to contact us directly at ************** or ********************* Were here to help.
  
  
  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23408721
  
  I am rejecting this response because: The business claimed I received my application so the charge is valid, but I did not receive an application. Scammy and predatory will be filing a card dispute.
  
  Sincerely,
  
  Madyson *******

  Business Response

  Date: 06/03/2025

  Thank you for reaching out, and I truly understand how frustrating and disappointing this experience has been for you.
  After carefully reviewing your account, I see that the ************************ provided confirmation that your passport application was processed and delivered on 06/02 the same day this concern was brought to our attention. While we understand you may not have used our service as originally intended, once a passport is processed and delivered, it indicates that the application process was completed, which unfortunately makes the order ineligible for a refund under our policy.
  We truly value your feedback and understand your concerns. If you'd like, I can send a refund dispute form to the email address we have on file. While submission of this form allows our internal team to take another look, please note that approval is not guaranteed.
  If you have any other questions or would like to speak further, feel free to contact us directly at ************** or ********************* Were here to help in any way we can.

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order on 5/13 to have my daughters passport rushed, and thought this was the fee that would be going to the state department. This company misleads people who are unfamiliar with the process into thinking that they are paying for the actual passport and not just an app to help you fill out a form.I requested a refund and they told me I am not eligible because I agreed to the terms and services, which were intentionally misleading. Just look at all of the other claims against them.

  Business Response

  Date: 06/03/2025

  Im sorry to hear about your experience. Unfortunately, based on our records, you are not eligible for a refund as the order was accepted and processed according to the terms of service agreed upon. However, I can send a refund dispute form to the email address we have on file so our internal team can take a closer look at your request. Please note that submitting the form does not guarantee a refund.
  If you have any questions or need further assistance, you can also reach us directly at ************** or *********************

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23408203
  
  I am rejecting this response because: Clearly there are many others that have had issues with your misleading services (and misleading is an understatement), as seen by the many other complaints against your company.  Why would anyone spend $188 to help them fill out an application (Which is all your 'company' did)?  Your website is set up to trick people into thinking that they are paying for their passport application, and is clearly and intentionally manipulating people who are not familiar with the process (myself included) to turn a profit.  

  You do not specify that your service is ONLY to receive an application.  I intend to tell everyone that these are the terms and that everyone should be aware of your attempts to scam people out of their hard earned money.  

  The application process on the Rush My Passport site has nothing to do with the actual passport application and payment (except for including a checklist of what I need to do), so I do not know how this helped me expedite my passport in any way.

  I want you to be held accountable for unethical business practices. I will proceed to report you and any other business endorsing/being affiliated with this horrible company, and my next step is to report this to the state attorney general.

  Complaint after complaint after complaint, and you still think you are running an ethical business?  What a joke.

  Your company is undeniably deceptive. You charge customers for so-called passport services, yet provide no actual value in return. The website mimics the official U.S. State Department site, merely helping users complete a form they must still submit in person at an authorized passport acceptance facility like a post office or library. What's especially misleading is that they charge fees similar to the official processing fees, creating confusion among consumers who mistakenly believe they are paying for expedited government services. In reality, nothing is expedited, and users still have to go through the exact same process and pay the same government fees as anyone not using this service. The business model preys on urgency and misinformation, and doing so under the guise of helping people get a U.S. passport faster is not only unethical, it's shameful. Your company should be classified as a scam and held legally accountable for misleading the public and charging for a service you do not deliver.

  Business Response

  Date: 06/03/2025

  Thank you for reaching out. Im sorry to hear about your concerns, and I truly understand your frustration.
  After reviewing your account, Id like to inform you that your order is not eligible for a refund, as our records confirm the app was downloaded. As stated in our refund policy, which is agreed to at the time of download, purchases become non-refundable once the app is accessed.
  That said, Ive taken the additional step of sending a Refund Dispute Form to the email address we have on file. If you would like to have your request reviewed by our internal team, please complete the form and return it by mail to the address provided on the form.
  Please note that submitting this form does not guarantee a refund, but it will allow our team to further evaluate your request.
  If you have any additional questions or concerns, feel free to contact us at ************** or ********************* Were here to help and appreciate your understanding.

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 first encountered RushMyPassport through AAA. Seeing that I got a small discount and was in need of a passport quickly, I decided to spend the money to do it. This business basically charges you money to do the form online (rather than doing it for free at a passport acceptance location) but doesn't actually help the passport get mailed in any faster (as you still do have to go in-person to an acceptance facility.) This business also claims to help you "track" the passport, but you can also do that for free through the Department of State. At the end of the day, I'm not sure what I paid for that was any different from the typical process, since you still have to pay the typical fees and expedited fees on top of what RushMyPassport charges.I thankfully realized that this wasn't actually helping to expedite my passport, so I did not download the completed form so that I might be eligible for a refund, according to their policy. I submitted a refund request on May 15th and have not heard anything back, and I'm afraid that I will never see that money ever again, despite not using their service (since their service is not actually as advertised.) I hope that they will prove me wrong and honor their refund policy.

  Business Response

  Date: 06/02/2025

  Thank you for reaching out.
  Ive reviewed your account and see that your refund request was submitted on May 15th and is currently still under review. Please note that submitting a refund request does not guarantee approval, especially if the application was downloaded and used.
  In your case, we received an update from the ************************ on May 24th confirming that your application was received and is currently being processed. Because the application was submitted and is now active with the State Department, you may not be eligible for a refund per our policy.
  If you have any further questions or would like to speak with someone directly, feel free to contact us at ************** or ********************* We're here to assist you

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Service advertised a "expedited" passport services. The website advised we would have our passport "accepted" by Passport Acceptance Agent, but would then provide to them to expedite. After purchasing the service the instructions advised to pay the Passport Acceptance Agent the expedite fee and give to them to mail. The Passport Acceptance agent advised that the fee paid to the ******************* is the only fee that actually expedites the passport. The fee paid to RushMyPassport may provide tracking but NO expediting. When asking RushMyPassport how they expedite the passport, they were unable to provide any details. I believe this is a tracking service that in no way expedites the passport. I requested a refund but was denied.

  Business Response

  Date: 05/30/2025

  Thank you for reaching out and sharing your concerns.
  I understand how important it is to feel confident in the service youve selected, especially when dealing with something as time-sensitive as passport processing.
  Upon reviewing your account, I can confirm that the refund request was declined due to the application being used. Our records indicate that the last update submitted to RushMyPassport shows your documents were in processing as of 05/29.
  While I understand there may have been confusion around the service, its important to note that the ********************** provides preparation assistance, document review, and tracking support in coordination with the passport acceptance and submission process. The government expedite fee paid to the Passport Acceptance Agent is indeed what accelerates processing through the ************************. Our fee covers the support service and coordination not the government's internal processing speed.
  If you believe there has been an error or would still like to dispute the refund decision, I can send you a refund dispute form to the email address we have on file. Once completed and submitted, our billing team will take another look.
  If you have any questions or would prefer to speak with someone directly, please dont hesitate to contact us at ************ or email ********************************.
  We appreciate your patience and understanding.

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 May 27, 2025, I paid $446.27 to RushMyPassport for assistance with procuring an expedited passport. On May 28, 2025, I gathered all required documents and followed all directions of RushMyPassport.com, and was told at the passport office that they had sent me to that, under federal law, they cannot process my request until June 14, 2025. This was not communicated to me on my call with ***** ***** from RushMyPassport, as according to her I was to take my documents to the passport office on May 28, then ship them via ***** and would RECEIVE my passport on June 12, 2025. This is a scam and they knowingly defrauded me, as they knew that I would not be able to get the passport processed at the passport office until weeks from now.

  Business Response

  Date: 05/29/2025

  Thank you for reaching out, and Im truly sorry to hear about the frustration and inconvenience you've experienced. We completely understand how important your travel plans are and how stressful this situation must be.
  After reviewing your account, I see that you spoke with one of our agents on May 28. During that conversation, it was confirmed that your documents had already been downloaded, which unfortunately makes the order ineligible for a full refund according to our policy. I completely understand that this may be disappointing, especially given the circumstances.
  That said, I know you mentioned wanting to formally request a refund review. *** submitted the refund dispute form to the email address we have on file. Please check your inbox (and spam folder, just in case), complete the form, and submit it. This will allow our billing team to take a second look at your request. While submission of the form does not guarantee a refund, it ensures that your concerns are fully reviewed.
  The agent also offered to downgrade your service to a lower-tier expedited option that could still work for your timeline. However, I understand that at that point, you were looking for a full resolution and declined.
  We genuinely appreciate your patience and are here to support you however we can. Please allow ***************************************************************************************************** if theres anything else we can assist you with, please dont hesitate to contact us at ************ or ***************************

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  5/19/25. Paid $434.55 for them to help expedite my passport. Once I put my information in the system and filled out the application the system say "Thanks for your submission. You're Almost Done! Please call us during business hours to complete your process at **************". I've called and left 5 voicemails and sent 2 email and have received zero contact back. I finally submitted my passport application on my own and emailed them requesting a refund. They have not returned that communication. This company is absolutely a scam. What more said is that I went through the ***** website to use this company/service. People should know this is a scam; I wish I read the reviews online before using them.

  Business Response

  Date: 05/27/2025

  Thank you for reaching out, and we truly regret the frustration and inconvenience you've experienced. We understand how important and time-sensitive passport processing can be.
  A refund request form has been submitted to the email address we have on file for you. Please take a moment to complete the form and be sure to click submit once its filled out. Once submitted, please allow 7 to 10 business days for the refund to be processed and returned to your original form of payment.
  If you need further assistance or have questions about the process, you can reach us directly at ************ or email us at *************************** Were here to help and appreciate your patience as we work to make this right.

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  5/17/25 ordered expedited services for passport, upgraded to 24h on May 19 after speaking to them ($800 total), State **** shipped the passport 5/23/25, however the tracking number is not usable ***** Express tracking error AND 1-2d delivery). I paid for overnight return, was anssured it would be overnight once passport printed, and end to end support from rushmypassport. I did not receive a ***** (or any other courier) tracking number, ***** (rushmypassports partner) will not help me and there is no one available at rushmypassport on the weekend. My travel is less than 24h away. I knew the passport might not make it in time, however when I knew it had shipped I should have been given the tracking from rushmypassport or had access to it in their automated tracking system with an explanation that the State ****s tracking number wasnt valid (again, since I paid for overnight delivery). There is still time for delivery today, but I am aggravated that I did NOT get the end to end support I specifically paid for, and for which they advertise.

  Business Response

  Date: 05/27/2025

  Thank you for sharing your experience, and we truly understand how upsetting and stressful this situation has beenespecially when urgent travel plans and significant expenses are involved.After reviewing your order, we can confirm that when your application was initiated on May 22, you were provided with an estimated delivery date (EDD) of May 2328. Please note that May 26 was a federal holiday, which did result in a delay due to the State Department being closed on that day. Your travel date was noted as May 25, and while we understand your urgency, the possibility of delivery after that date was discussed when your service began.We understand your concern regarding updates. Standard tracking updates we provide include:Confirmation when your application is received When it's reviewed When its delivered to the *************** of State When it enters processing And finally, when it ships back to you Its important to clarify that once the application is in the hands of the State Department, they manage the final processing and shipping, and sometimes they send passports via **** Express, which is a 13 business day service. We do not have control over which method the State Department chooses to return the passport unless its physically picked upwhich is dependent on the specific appointment slot and approval process granted by them.We understand how disappointing it is to have travel plans disrupted. Your frustration is completely valid, and were truly sorry for the stress this has caused. While we aim to provide the most transparent and timely service possible, we acknowledge that we fell short of your expectations in terms of clarity and communication at this critical stage.If you would like us to review your case further or assist you in any way we can now, please contact us directly at ************** or email us at *************************** We're here to help however we can.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23374150
  
  I am rejecting this response because: while the window for passport return is predicated on **** of State turnaround, in this case expedited, you do not keep people updated as you claim. In addition, you tell people that once the **** of State processes the passport it ships overnight (if that is the service you paid for on the top tier level of service). Applicants sign a paper authorizing the courier to both deliver the application and pick up the completed passport, ostensibly for overnight return delivery, however this is NOT the service that is actually provided and you need to update your marketing to state that. Regardless of the time frame you cite up front for possibly passport receipt, you tell people its predicated on when the **** of State processes and that passports are shipped for 24h return once its printed. I did NOT receive my passport overnight and you need to make it very clear to customers that you do NOT provide end to end services, that you only deliver the application and fees for the **** OF STATE to expedite your passport. That you DO NOT provide overnight shipping services to return passports. You ONLY provide the application check and delivery and thats it. Nothing else. 
  

  Additionally, I just called your service center, your answering service still states your on holiday, but I was able to connect to a representative  I asked to speak to a supervisor at least twice. And your service center ended up disconnecting the call. No call back. Nothing  This is exceptionally poor service from the time the application was submitted to the **** of State until and including now. Your company dropped the ball and your marketing is unfair.

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

  Business Response

  Date: 05/27/2025

  Thank you for reaching out. I completely understand your frustration and sincerely apologize for any inconvenience you've experienced.
  Please note that the estimated delivery date (EDD) was provided at the time of purchase. However, Im happy to confirm that your passport has been completed and is now on its way.
  You can track your shipment using the following **** Priority Mail tracking number: **********************************. For the most up-to-date tracking details, we recommend also reaching out to **** directly.
  If you have any additional questions or need further assistance, feel free to contact our support team at ************ or email us at *************************** We're here to help.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23374150
  
  I am rejecting this response because: you do not specify that your service is ONLY to receive an application and deliver it to the **** of State for any of your service tiers, regardless of tier, and that the estimated return window for your passport is regardless of the date the **** of State begins processing your application (including and especially the expedited 24h timeframe, which you pay to the **** of State separately). You do not pick up passports for overnight return to the applicant even though the applicant must sign an authorization that includes both delivery and return of passports by the courier, and that you do not provide updates after delivery of the application (this is stated on your website and is absolutely untrue). You should also clearly specify that the **** of State mails the applicant their passport and if expedited service is paid for to the **** of State, the fasted you will receive your passport is via **** Express, which is 1-3 day delivery; there is no overnight service for shipping the passport back to the applicant. You should be quite clear and transparent on your marketing materials and you arent.

  I intend to tell everyone that these are the terms and that, in my case, I was disconnected from my last call with the service number likely purposefully, and as per the ongoing pattern, with no follow up after being disconnected or hung up on. I shouldnt be the one that has to give these details to prospective customers. You should be doing this up front. 

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

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Complaint to Better Business Bureau RushMyPassport / ***** Partner Business Name: RushMyPassport Amount Paid: $209 Consumer Name: ****** ****** ?Complaint Details:I am filing a formal complaint against RushMyPassport regarding a misleading and overpriced passport expediting service. I was under the impression that I was using an official *************** site to begin my expedited passport application. The site did not clearly indicate that RushMyPassport is a third-party service unaffiliated with the **********************After I paid $209, I discovered that this fee did not cover any part of the actual passport application, and that I was still required to pay an additional $211 directly to the *************** of State. At this point, it became clear I had unintentionally paid for a private service that provided no unique value and charged an excessive fee for basic document generation.I did not submit any application to the government through RushMyPassport, nor did I receive any expedited services. I contacted the company within minutes of realizing the issue, but they denied my refund request, citing that I downloaded a PDF packet despite no service being rendered.This model is deceptive and takes advantage of consumers who believe they are using an official site. I believe the business is exploiting this confusion for profit and denying refunds on unjust technicalities.?Resolution Requested:I am requesting a full refund of $209 on the grounds that:I did not knowingly consent to purchase from a private ********** actual passport processing or government service was initiated.Their site and refund policy were unclear and misleading.I have submitted a chargeback request with my financial institution and filed complaints with the *** and state authorities.Thank you for your attention to this matter.Sincerely,****** ******

  Business Response

  Date: 05/23/2025

  Thank you for reaching out and sharing your concerns. We sincerely regret any confusion or frustration you've experienced.
  Upon reviewing your order, our records indicate that the application packet was downloaded shortly after purchase. As outlined in our terms and conditions, once the packet is accessed, the service is considered rendered, which makes the order ineligible for a refund.
  We understand this may not have been the outcome you were hoping for. While we strive to be as transparent as possible throughout the ordering process, we do appreciate your feedback and will take it into consideration as we continue improving our communication and service clarity.
  If you have any further questions or would like us to provide documentation for your records, feel free to contact us directly at ?? ************** or ?? ***************************

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Name of Company: RushMyPassport.com Date of Transaction: 05/20/2025 Amount of Money Invoiced: $209.00 Nature of Dispute: Utilizing ***** website I was directed to the affiliated company that states will assist you with obtaining a Renewed or New passport. Very misleading as actually they are only a Expedited ************************ but the way the language is stated, even on the ***** website, leads the average consumer to believe otherwise. Considering most folks are unsure about passport applications and the process this seems very much like a scam or company trying to take advantage of people that don't know better. RushMyPassport.com is even more convoluted by working with another website *************** Whether or Not business has tried to resolve: I have tried calling numerous times, left voicemails with the call back number option, sent emails, etc. and I have heard nothing from the company. It states I have 30 days to obtain a refund and that is my intention

  Business Response

  Date: 05/22/2025

  Thank you for reaching out and sharing your concerns.
  We understand how frustrating this experience has been for you, and we truly apologize for any confusion or inconvenience caused.
  A refund request form has been submitted to the email address we have on file. Please complete and return the form at your earliest convenience. Once submitted, kindly allow 7 to 10 business days for the request to be reviewed and the refund to be processed back to your original form of payment.
  If you have any further questions or need additional assistance, please dont hesitate to contact us at ?? ************** or ?? *************************** We're here to help.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: ********
  
  I am rejecting this response because: Previous Ckaim #******** was closed based on below good faith response from company/business. Only problem is Ive never gotten the return form to fill out and get processed AND they wont return my phone call voice messages. I simply want my original invoiced $209.00 refunded in full and at that point I will be happy and agree to close out my complaint. Until then I feel like the business is purposely dragging this return process out in hopes I will simply go away. I wont and would like my refund processed and confirmation sent once that has been done. Thank You MESSAGE FROM BUSINESS: Thank you for reaching out and sharing your concerns. We understand how frustrating this experience has been for you, and we truly apologize for any confusion or inconvenience caused. A refund request form has been submitted to the email address we have on file. Please complete and return the form at your earliest convenience. Once submitted, kindly allow 7 to 10 business days for the request to be reviewed and the refund to be processed back to your original form of payment. If you have any further questions or need additional assistance, please dont hesitate to contact us at ?? ************** or ?? *************************** We're here to help.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/02/2025

  Thank you for reaching out.
  I want to sincerely apologize for any inconvenience this situation may have caused. Ive confirmed that the refund request form was submitted on May 22 to the email address we have on file: ***********************.
  Unfortunately, you will need to allow the full turnaround time of 7 to 10 business days for the request to be reviewed by our billing team. We understand how important this is to you, and we appreciate your patience while the review is completed.
  If you have any questions or need further assistance, please dont hesitate to contact us at ************** or ********************* Were here to help.
  
  
  
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23360974
  
  I am rejecting this response because: I have yet to receive my full refund of $209.00.  I was told 7-10 business days and it has been at least that.  Still seeking the full refund before I agree to close complaint.  Thank You
  
  Sincerely,
  
  **** *******