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:07/23/2024

  Type:Order 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 July 22, 2024 I started looking for a solution to rush-renew my passport. I was directed from fedexs website when I indicated there that I wanted to use a rush renew service, which obscured much of the information that rush-renew passport claims is on their website. IT IS NOT MADE CLEAR that the fee you pay does not include the government fee needed to renew your passport! You only see this information (when you are directed from the ***** site that they partner with) when you are told at the end to include an additional check. You are ONLY paying their 'expediting' fee, not the government fee.I paid ****** for my order, and my husband paid the same on his order, and we'll have to pay the additional government fee with the government expediting charge. This is just a price gouging shipping service, that also fills our one simple form for you. I request a full refund, as neither I nor my husband has used our shipping label (that's right, the hand-carry service they claim to offer is just ***** shipping).

  Business Response

  Date: 07/23/2024

  Thank you for bringing this to our attention. We are a third-party passport expediting company that offers two types of services. The first is a hand-carry service for immediate travel (2-4 and 7-9 business days). The second type of service is similar to submitting the application without a third party. These services are designed to assist with the application process before, during, and after the passport is processed, and to quickly address any issues to avoid long delays or suspensions that can last for months at the passport agency. It's important to note that no one is required to use our services. Our order page mentions in two different areas in bold print that the **************** fee is not included. We apologize if that was not seen when you placed the order. We provide support throughout the entire process, from application to post-processing, offering an extra layer of protection for those using the standard service tiers. We have canceled your order and will be processing a full refund, not because of this review, but because we have a 90-day refund policy. We hope that the quick response to your request will prompt you to remove this review as our records do not indicate that you attempt to rectify the issue with a call to our office.

• Initial Complaint

  Date:07/17/2024

  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.

  Contact: ********** ******************* Order Number: GW-1806E5114 ************ is holding my passport and asking for additional money. They are refusing to refund the fee I paid to them and keeping my paper hostage.

  Business Response

  Date: 07/18/2024

  Thank you for bringing this to our attention. Our records indicate that you order has been refunded and we have the tracking information for your supporting documents that are being sent back to you as well. We apologize for not meeting your expectations.

• Initial Complaint

  Date:07/12/2024

  Type:Order 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 have a AAA membership and through those services Rush Passport is offered. I was under the impression that I would receive a passport in an expedited manor and I did NOT receive that. On April 15,2023 I was charged $153.00 for a passport to be expedited PAID for passport protection PAID for a passport card I have screen shots and charge information and accounts information to prove I contacted the agency few months later stating I no longer could wait for my information to be processed because I had a vacation booked therefor, had to go to the ************ in ****** for a expedited passport there in person and to cancel my request and refund me Once I told them that I was sent an email stating the passport was on its way Now, it is a over a year later. I never received my passport, documents, passport case (laughable) and they told me they will not refund me because its been past 90 days. This website is a scam, they have horrible ethic values and this is no way to do business. I will provide all documents needed. AAA needs to remove this promotion and the state should be the only providers for case sensitive documents.

  Business Response

  Date: 07/15/2024

  Thank you for bringing this to our attention. According to our records, your application was processed as a new passport, which requires the acceptance agent to take all of your documents. We do not have any of your documents in our office, and we never did. We apologize for any issues that *** have arisen, but the only thing that could have delayed the process is something that the ********** of ***** *** have requested from you or an error that the acceptance agent made. We have a 90-day refund policy that we must adhere to, so we will not be able to provide a refund at this time.

  Customer Answer

  Date: 07/15/2024

  Proof is above. 

  Business Response

  Date: 07/17/2024

  We are having your order reviewed to see what transpired again. We hope we can reach an amicable resolution. Thank you for your patience.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21980020
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/18/2024

  We have not come to a conclusion on what we will do to bring this to an amicable end yet. We will have a response when there is one available.

• Initial Complaint

  Date:07/10/2024

  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 was told that my documents for my passport renewal were denied because I sent the amount of ****** in a money order (which as you can see in the document that they provided me, was the number that was shown I have EXACTLY on the money order). They then told me I needed to send an additional check for the amount of 1.83 in order to continue to process my passport. This delay would result in me receiving my passport past the date of my international travel. Which they then told me I would need to pay an additional $405 in order to now get my passport in time, again because of an amount of money in a government fee that they gave me. This was in no fault of my own but the fault of RushMyPassport. I now have to have them ship my documents back (which they refused to pay to overnight my documents) and do emergency rush on my passport renewal, again by no fault of my own, but at the fault of incorrect information that they said they required from me. I am asking that RushMyPassport to refund me the additional fees I am incurring because of their false information that they provided me, which I will provide once I receive my documents back from them. I feel as though this was almost a bate a switch on their part, I was told an amount from their company, which was apparently an error and the only way that I could fix it was to send additional funds to them. This has been extremely stressful and frustrating. No one would return my calls and no one on the 24/7 chat would send me to any management in order to try and dispute this with a person on the phone. I can't tell you how devastating this is and how nervous I am that this is going to cost me thousands of dollars in an international trip if this is not resolved. This is a complete lack of customer service and I can only imagine if this has happened to me, how many other people this has happened to.

  Business Response

  Date: 07/11/2024

  Thank you for bringing this to our attention. Our records indicate that although the order was placed on 6/13, We did not receive the documents until 7/5. With a travel date of 7/25, that would not have given us enough time to process your passport in time for travel even if there was not an error with the check. The ********** of ***** fee when you placed the order was $209.53 if you printed your documents then it would give you the amount it was at that time which was correct. In between the time you placed the order on 6/13 and the time you sent the documents on 7/5, the ********** of ***** changed their fee to $211.36 and you can verify that with the passport agency also. We apologize for not meeting your expectations, but we suggest an upgrade to a faster service to meet your travel date. Your order has been refunded as you requested. Thank you for being so patient. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21969422
  
  I am rejecting this response because: RushMyPassport said they were refunding me and then I received an email saying they were NOT refunding my full amount. Please see attachment. I need to be refunded the FULL amount. Also, my initial travel date changed which is why I sent it out a week later than anticipated to still make the 3 week expedited shipping. My travel date was on changed to 8/1 and  I shipped them on 7/2 and they received them on 7/5 which was more than 3 weeks time for them to get the documents back to me. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/12/2024

  The amount of the shipping that was originally charged was not refunded because we had to use that shipping label to return your documents as you requested. We do apologize for any inconvenience. We are unable to refund the shipping costs. 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21969422
  
  I am rejecting this response because: I have not receive any shipping confirmations that the documents have been sent. How does it cost $50 to ship my documents back to me? They told me if I wanted to pay for overnight shipping they would charge my card and I said no, they can just ship it back and they mentioned I would receive it 3-5 business days. I am SO frustrated that the ONLY communication I have ever received from this company has had to be because I got BBB involved in this. Otherwise, I would have had ZERO answers, communication, an email or a call back. See attached for the transcript from Rushmypassport stating that NEVER discusses a charge if I they sent it back without it being overnighted. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/05/2024

  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.

  I filled out a form for a rush passport - I was supposed to get from the company to get a rush replacement passport and the company was supposed to help with this for an additional $200 - I literally filled out the FREE government forms - and then - that was it - and they told me to go to an office and pay the fees - that was literally IT! What has happened in the past was I would pay money give them my information, my photo, my id etc and they would go to the office FOR me in ** and get the passport FOR me - this was filling out the FREE FORMS for $200 - I would like my money back - thanks can do that FOR FREE th k you

  Business Response

  Date: 07/08/2024

  Thank you for bringing this to our attention. We are a third-party passport expediting company that offers two types of services. The first is a hand-carry service for immediate travel (2-4 and 7-9 business days). The second type of service is similar to submitting the application without a third party. These services are designed to assist with the application process before, during, and after the passport is processed, and to quickly address any issues to avoid long delays or suspensions that can last for months at the passport agency. It's important to note that no one is required to use our services. While the acceptance agent is correct that they cannot assist with questions or issues after the passport application has been submitted, we can. We provide support throughout the entire process, from application to post-processing, offering an extra layer of protection for those using the standard service tiers. We have canceled your order for a refund.

• Initial Complaint

  Date:07/02/2024

  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.

  We applied for a new passport for my 17 year old son on May 20th. We had zero communication other than when you try and download the application it says you must speak to an agent on the phone. I called 7 times and never had anyone answer. I left multiple messages, no call back. I emailed, no email back. I finally used the chat option on website and the agent cleared the application for printing. I spent a ridiculous amount of money for this "helpful" "rushed" sevice and it was a total scam. I paid for a pre-filled application (that I am capable of doing myself) and a shipping label. On top of the "rushed service" fee, I had to write an additional $200+ check to the government, another $35 fee and drive an hour away to get an appointment with a passport official since the appointments in my town were full. There is nothing about this company that is helpful. There is ZERO communication. There is no RUSH. I am incredibly embarrassed that I trusted a company backed by ***** and have nothing to show for it. Additionally, my son might miss his Senior trip.

  Business Response

  Date: 07/02/2024

  Thank you for bringing this to our attention. The name, email, and, phone number attached to this review do not correspond with any orders in our system. Please provide an order number so we may further investigate this matter.

  Customer Answer

  Date: 07/05/2024

  The business requested the order number. It is under the name *********************************** order # GW-F75F37B1E. 

  Business Response

  Date: 07/08/2024

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you may have experienced in reaching an agent at our office. We provide a third-party hand-carry service that offers faster expediting than the standard process. It seems that you have not used the ***** label provided with your application to ship the documents to us as per the instructions. If you sent the application to anyone other than the courier listed on the ***** label, you may not be taking advantage of the hand-carry service for which you paid. We have tried to contact you several times and left a message explaining this as well. We apologize if the process seemed confusing, but we do need to know what was done with the documents in order to advise you on how to proceed.

• Initial Complaint

  Date:07/01/2024

  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 June 13, 2024, I purchased the priority service through RushMyPassport and CLEAR to renew my passport and paid the $643.95 service fee. On June 14, I delivered my original passport, passport renewal application, etc. to the Document Resolution Team at A1 Passports and Visas in **************On June 18, I was surprised to receive a call from a stranger in *************, ** informing me that he had received my original passport, unprocessed renewal application, etc. from RushMyPassport. He did not understand why he received the documents but he knew the materials were personally sensitive, so he called me. He then sent the materials to me in *******, **. On June 20, I received a call from RushMyPassport informing me that they had lost my passport and advising me to replace it. I informed them that they sent my materials to a stranger, who returned them to me. On June 21, I again sent my materials to the Document Resolution Team for processing. I also reimbursed the stranger $80 for his costs. On June 28, I finally received my renewed passport.Between June 15 and June 17, this business made two significant errors. They not only failed to process my renewal but instead sent my original passport and other sensitive documents to a stranger in another city. Regardless of whether this was a negligent error or an intentional harmful act, the seriousness cannot be overstated. The documents included my original passport and my application containing sensitive personal information, including my Social Security Number and other personal identifiers. The strangers intervention and integrity were the only reasons that this error and the deficiencies in this business process did not result in devastating personal consequences to me.This business cannot be trusted with sensitive personal information. At the very least, I should receive a full refund of the $643.95 priority service fees I paid for their incompetence.

  Business Response

  Date: 07/02/2024

  **************** we apologize for any inconvenience this issue may have caused you. We have opened up a case with ***** for your documents that were delivered to the incorrect address. if you have any questions please feel free to contact our office at ************. 

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21927984
  
  I am rejecting this response because the response indicates that the company alleges it sent my unprocessed passport renewal documents from its processing office in ************* to me at my address in *******, ** but that ***** mis-delivered the documents to a stranger in *************, **. The business had not processed my passport renewal documents, so there was no reason to send my unprocessed documents to anyone, including me. More importantly, the package delivered to the stranger in *************, ** was addressed to the stranger in *************, **. The business committed a serious error, but its response indicates that it is trying to deflect and not take responsibility.

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

  Business Response

  Date: 07/03/2024

  We apologize for the issues with the delivery of your documents. All the shipping labels provided by our company were addressed correctly, and we are not responsible for any delivery errors. Despite this, the space used to process the passport was utilized, and these spaces are limited and come at a cost to our company. ***** is still investigating what happened, and we theorize that it could be due to a similarity in the name, but ***** has not confirmed that yet. What we are sure of is that the error was not caused by our documents or shipping labels. We apologize once again for what happened. It is very rare for ***** to send anything anywhere besides where a shipping label tells them to.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21927984
  
  I am rejecting this response because it isn't a logical or reasonable explanation. I paid this company $643.95 to process the extension of my passport. Upon delivery of my passport, application and other documents to this company's Document Resolution Team, I received independent confirmation from this company and from ***** that the documents were successfully delivered to the Document Resolution Team for processing. The only task remaining was for this company's Document Resolution Team to handle the processing for the extension of my passport, which does not involve *****. Instead of processing my extension, however, someone decided to send my unprocessed passport and other documents to a stranger in another city. When I received the materials from the stranger, everything was intact just as it was when I originally sent it to this company's Document Resolution Team.

  The only logical and reasonable explanation is that this company's Document Resolution Team decided not to process my passport extension (despite my payment of the $643.95 expedited processing fee) and instead send my passport and other materials to a wrong person at a wrong address. It is very frustrating that, despite the obvious circumstances and facts, this company continues to try to manufacture an illogical theory to deflect blame in this situation. In reality, this company should be very thankful that the stranger who received my materials intervened to return my materials to me. If someone had used my misdirected passport and information to commit fraud, this company would be facing significant liability and legal issues.
  
  Sincerely,
  ***********************

• Initial Complaint

  Date:06/27/2024

  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.

  On June 18th 2024, I was looking for expedited passport services and came across the company called Rushmypassport. They advertised the 3 week service for $209. It wasn't until after I paid this fee I found out that I would have to pay another $209.53 for the government fee. They made it seem like you pay them, and then they'll take care of everything for you. I emailed the company about getting a refund and they're refusing to give me my money back.

  Business Response

  Date: 06/27/2024

  Good afternoon, we apologize for any misunderstanding concerning the process and fees with our service. A refund request form was sent to the email on file on 06/25. Please allow 7-10 business days for the refund to process and reflect to the original method of payment. 

• Initial Complaint

  Date:06/25/2024

  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.

  RE: Mexico business trip. I needed to renew my US passport and settled on RUSHMYPASSPORT as they advertise a special (expensive) expedited renewal service. I called them directly to establish prompt payment for the service, and to supply exact details for shipping the document. Later the RUSHMYPASSPORT email reflected the agent's confusion about the difference between my credit card billing address, and the actual shipping address of the ********* where i needed to receive the passport. I called to reiterate the importance of discerning between the two when the agent cut in with: (quote) THERE IS NO NEED TO WORRY BECAUSE WHAT EVER ADDRESS YOU ENTER ON OUR OFFICIAL APPLICATION WILL BE WHERE THE PASSPORT WILL BE SENT. I then completed / submitted their paperwork and went about my business. However, RUSHMYPASSPORT ignored my application and sent the passport to my credit card billing address (a US service that forwards all my mail/parcels to ******). This cost me my flight, twelve stranded days worth of accommodation and meals, courier charges to recover the passport from ******, loss of my business opportunities there, plus the $690.00 fee charged for the service. Their dispute structure (with Expedited Travel) seems designed to be rude, off-putting, confounding and of no help, and quickly unreachable by phone. I supplied them with every conceivable fact, receipt and demonstration that they had made an error that cost me a lot. My reviews on social media have resulted in generic responses such as I do not qualify for a refund and that their time limit for requesting refunds has expired etc. If the time limit has expired, it is because of their delay tactics. I do feel that they need to accept responsibility for their abnormal negligence in my case. The heart of my dispute is that they ignored the shipping address entered on my application and sent my passport to an address that was not only unworkable for me, but very very expensive as well.

  Business Response

  Date: 06/27/2024

  Good morning, We do apologize for any inconvenience this situation may have caused you. We have issued a refund for the service amount. You should see that refund reflected back to the account of the original payment in 7-10 business days. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21899669
  
  I am rejecting this response because:
  Dear People.  I appreciate your refund of the charges I paid for RushMyPassports expedited service to process and ship my passport to a specific address on or before a specific date.  However, that process broke down when the passport was sent to an address other than the shipping address I entered on the application form.  *****, I was forced to cancel my business trip to ******, and switch instead to a passport recovery operation that took ten days.  Certain expenses incurred during that ten-day period, such as meals, surface travel and items that apply to every-day living, are of no concern to me.  Neither are the loss of business benefits that are potential and open to conjecture.  However and respectfully, I do feel that reimbursement is appropriate for the impromptu accommodation forced upon me while I recovered my passport.  These and two other charges would have been 100% avoidable had the order been handled properly.  I submit here those receipts for your consideration.
  
  Accommodation at an Air B and B (a much cheaper cost than staying at any reasonable hotel for twelve day in the vicinity of the LAX airport).  $2373.65
    2. The cost of a second airfare to ******, since the fee for the initial flight was lost.  $105.72
    3.  Courier charges for the passport recovery.   $858 MexPeso = $46.71 USD
  
  The total dollar amount for these is:  $2562.08 USD 
  
  Sincerely,
  ***************************

  Business Response

  Date: 06/28/2024

  Unfortunately, we will not be able to cover any additional cost you may have incurred. Once again, we apologize.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21899669
  
  I am rejecting this response because:
  This company, and specifically their phone agent, displayed abnormal negligence in handling my order by incorrectly ensuring that whatever address I entered in the shipping entry on my application would be where the passport would be sent. Clearly this was not what happened and because of that, I incurred what tallied up to about $2500 in out-of-pocket and avoidable expenses.  I believe that RushMyPassport forced these charges on me and should therefore be liable to reimburse. 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/16/2024

  hello folks.  i am writing to follow up on a complaint (ID ********* that was resolved on june 27 of this year.  the company, Rush My Passport, conceded and replied, saying that they would refund to me the service amount i paid them for a service which was not delivered.  the time frame that they gave for this refund has come and gone....and i have not yet received the re-payment.  can you ask them about this?  or do you think i should try to do it?  it was a somewhat contentious conversation and i would only re-open it with them if you can not help me with it.  thanks much.  the details will be visible in my complaint file.  regards.  ***************************

  Business Response

  Date: 07/17/2024

  Good morning ***************, there was an issue with putting the refund to the original method of payment so a paper check was mailed to the address on file. you should be receiving that with in the next few days.

• Initial Complaint

  Date:06/21/2024

  Type:Delivery 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.

  Placed an order on the June 17th 2024 with order number GW-80D70AAA9 for the amount of $698.85. Received an email confirming receipt of my documents on June 19th 2024. As per the service I paid for it said 2-4 business days meaning the service should conclude on June 25th (4 business days). I received communication that I will only have my end product back June 28th which is 7 business days. They offer a cheaper service at $364.65 excluding taxes and delivery which is 7-9 business days. I feel I paid for 2-4 business days at almost double the price but received the 7-9 business days service which is unethical with no possibility of a refund for the difference.

  Business Response

  Date: 06/27/2024

  Thank you for bringing this to our attention. We apologize for any confusion. The processing time is 2-4 business days, but we are subject to availability at the passport agencies. The slots we have are limited, and we might run out of spots. Therefore, we require you to contact us before submitting the documents so that we can confirm availability and provide a date for passport receipt. At that time, you can choose to proceed or receive a full refund and find another way to process the passport by the desired date. When we spoke with you, we quoted the date of 6/28, and it was not a notification sent after the documents were submitted. The estimated date was quoted by a live person, and you chose to move forward. We rely on the availability of the passport agency, but we are dedicated to sticking with what was promised to you when we spoke. We apologize for any confusion and assure you that we are committed to delivering on the day we agreed to.