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Business Profile

Passports and Visas

Passports Easy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Passports and Visas.

Complaints

Customer Complaints Summary

  • 38 total complaints in the last 3 years.
  • 34 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/03/2025

    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.
    Canceled order. Was promised partial refund via credit to my payment card. Order placed 7/13/2025 for passport services.Found out was not official passport service agency, so canceled on 7/15/2025 (within 3 day period).Received cancelation email (S5769056) and was told payment card would be credited.Never credited.Called on 2/3, but unable to connecst. Attempted web submission on 2/2 and 2/3, but web submission was not *********** call back 2/3, but no message left.Called back 2/3 and left message. No response.Sent letter via certified email 2/3 requesting refund and contact within 10 days. Letter received 2/7. ***** TN 7021095000225575022)No response. No refund.Part of order is non refundable: $50, so requesting $234 refund

  • Initial Complaint

    Date:01/24/2025

    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.
    I went on line (DUMB I know) on 9/16/2024 to order a new passport, upon discovering that it was going to take too long, I called "within hours" to cancel the $234 fee that I paid. I was told that I would be charged a "processing fee". Thus I was told that I would only be receiving $184 back on my **** card. The credit was supposed to show up on my credit card within one billing cycle.Fine--But have not received anything!!! Have made numerous phone calls, where I wait for 20 min or more only to be disconnected. I talked to several people that said "they had received my information and were reviewing it". The last time I talked to someone, they said that there were some "issues" going on. Just tried calling again at 3:00pm EST, today 1/24/25--Friday and the answering machine said that I was calling outside the business hours. Their website says--"Call ************ for a "Live Representative" Mon-Fri-9am-6pm EST. Closed Sat and Sunday!The email I got said that I got a $0 credit for Fed Ex--(No goods or services were ever received.). FYI--The credit card company said that it is out of their hands This is very frustrating even though it is a small amount. I feel sorry for the people that are actually waiting for they Passport!

  • Initial Complaint

    Date:01/08/2025

    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.
    On October 3, 2024 I went on line to renew my passport. PassportsEasy came up on my ****** search and thinking this was an official renewal I proceeded to move forward with the process. I soon realized this was not the government website and promptly asked for cancellation. On October 4, I received a confirmation of cancellation ( submitted here) and was expecting a refund of $184. This amount is minus the $50 non refundable fee. I paid $234. After multiple attempts of calls and emails over the last 3 months I still have not received my refund. I did manage to speak to a representative on 2 occasions. The last exchange assured me that I would receive the refund by 12/23 and if not to call back. I have been calling since I did not receive the refund and now the phone number answers that "You have reached ...after normal business hours" . Regardless of when I call during their stated business hours, they are not taking calls, nor are they returning messages. I have left multiple voice messages, sent emails, requested call backs etc. and am not getting anywhere. I am requesting help in getting my $184 refund.

  • Initial Complaint

    Date:01/03/2025

    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.
    As in November 12, 2024 I tried to purchase online to renew my passport with a website under the name Passport Easy an expedited service, they're located at ******* ********, phone number is ************, therefore, I've paid for the service the amount of $234.00 after the payment was submitted it also requested me to pay for other additional extra payments, for this reason, I didn't agree to pay extra money, instead I requested to cancel my passport purchase. They send me an email with an agreement that they will post a refund back into my **** account within one billing cycle, but, there will be a fee of $50.00 which the balance would be $184.00. Since after the billing cycle I have not received my refund, I called numerous times and they will not answer my calls.

  • Initial Complaint

    Date:01/01/2025

    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.
    I ordered their services for an accelerating of passport processing on October 7 2024 but cancelled it within a couple hours because I realized I didnt need it. I was given a cancellation number and assured I would receive a refund minus a $50 processing fee within the next billing cycle. I never received a refund. Ive called several times and never chives an answer. This is a scam!

  • Initial Complaint

    Date:12/02/2024

    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.
    On October 3, 2024, while attempting to renew my son's passport on an official *************** website, I was redirected online to a service called ****************************. This website presented itself as a ****************** registered with the *******************, claiming to expedite U.S. passports and displaying an official-looking logo that resembled that of a government agency. Trusting their claims, I paid $444 for their expedited service, which promised processing within 7-10 business days. Later, I realized I had misunderstood their affiliation, mistakenly believing they were connected to the ***************. Here is the logo. After informing my son about the service, he quickly pointed out that it appeared to be a scam. To verify this, we researched online through various sources, including Yelp Reddit, and ScamAdviser. we discovered numerous warnings about this service. I immediately took action by calling the company on October 8, where a representative with a strong foreign accent answered and agreed to cancel my service. I successfully canceled the service on their website; however, no refund was processed. I followed up with an email on October 9, to which the company responded, stating they would not refund my money.

  • Initial Complaint

    Date:10/31/2024

    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.
    10-18-24 was the transaction. Cancelled 2 hours later. said they would return it on next billing cycle. Called a month later and escallated. recieved email that i would recieve $0 so called and was told i would be getting the money back -50 processing fee which never came and suspect they blocked my number as i can not get thrue now only busy. Sent email telling them they had one day.

  • Initial Complaint

    Date:10/28/2024

    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.
    Attempted to expedite renewal of my passport, was taken to the website. I placed an order on August ******* and was under the impression that I was placing the order with the federal government. When I realized that this site was not an official government site, I immediately called to cancel. I was told that I would be refunded immediately and received a confirmation. I have not been refunded. I attempted to reach the company again with no response. This company is very misleading as they are not associated with an official government service. I am seeking a full refund of $234.00.

  • Initial Complaint

    Date:10/25/2024

    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.
    Was charged $234 for a passport. I called to cancel and was told I would not be charged on the same day I placed order cancellation period. They still charged and delivered no services. I have left multiple messages and sent multiple emails and have gotten no response. I spoke to one person that said they had no record or the transaction since it was cancelled but would not provide me with any information to dispute transaction with my bank. ****** gave me information after contact with passport easy that was false. They gave me a run around. This company is a scam.

  • Initial Complaint

    Date:10/07/2024

    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 July 10th I tried to use a service to get an expedited passport. The service was not needed after the agent told me to deal directly with the state agency! After ****** I lost 100 non refundable and the remaining balance was to be returned 24 days. In August I called after more than the days required and still no refund.( they said the system was down and it would be 14 more days! I called multiple ext *********** I have spoken with Mary,Amya, manager ***** and last **** ***** manager. Many promised me immediate call backs and my money returned.. it is October 7th and still after 3 months no refund.. I have a call log and time log that is longer than the characters remaining. But if the law requires I will present them with dates and times and the conversations.. ************ is rated F for a reason and the state should take action to shut them down. They are robbing from the American People and I pray justice will be swift and quick! I just want my money back and this company to be held responsible

Passports Easy is NOT a BBB Accredited Business.

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