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Passport-assist.com

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 100 total complaints in the last 3 years.
  • 33 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:09/25/2023

    Type:Product Issues
    Status:
    Unpursuable
    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.
    In February 22, 2023 I applied for a passport with Passport-Assist.Com. I sent in my old passport, a **** payment of $130.00, and filled out the passport paper work on-line. I then submitted ALL of my information. I have emailed this company and called several times with no avail, because I havent heard from them or received a passport. Some how my information got denied and had to resend everything to ********. I sent it via priority mail. The US Government sent me an application for payment which stated I have not paid for a passport renewal. They sent me paperwork and I sent them a copy of my payment from my bank. Apparently they, the US Government Passport has not received any payment. Today, September 25, 2023 I received a phone call from the ***** of ***** US.Government and was told Passport Assist is a scam and they took my money and I have to pay another $130.00 if I want a Passport!! I want my refund immediately and this company needs to be shut down and investigated for stealing my money for a passport, its a shame and unbelievable that this is happening to people. I paid the RIGHT people today, 02-25-23, THE US GOVERNMENT for a passport. Im out $130.00 and $22.00 for sending my passport information to the US GOVERNMENT via priority mail. I have been waiting for a passport since February of 2023. I had no way of contacting Passport-Assist, because they dont answer their phone or respond to emails, but THEY sure took my money!!!Please help me and refund my $130.00. And if you can shut them down so they dont scam anyone else!!Thank you,*************************

  • Initial Complaint

    Date:08/28/2023

    Type:Order Issues
    Status:
    Unpursuable
    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 1-27-23, I was looking online to renew my passport. I was directed to this site and it had me fill out all of my information to the form and given the option to purchase a prepaid mailing label. The entire time I was sure that this was the government site and was legitimate. I was then directed to payment site and paid the "renewal amount" as well as the shipping label fee for a total of $131.95. I sent the application in and received the application as well as a letter from the passport division stating no fees had been included with my application. I went to my bank account to research that the payment had been sent and deducted from my account. I then find that the fee was taken by passportassist.com. I realized I had been scammed when I saw the .com and not .gov. I was not paying for any assistance. I was paying the government fee for renewal of my passport. I would not pay a company to help me fill out a form, especially the amount that it costs to for the renewal itself, only to pay double! This is a misleading and fraudulent website.

  • Initial Complaint

    Date:08/01/2023

    Type:Customer Service Issues
    Status:
    Unpursuable
    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 April 1st I applied for a passport thinking the forms that I filled out was for a passport. When I send off for the passport, I received a letter from passport services stating that this is the incorrect information and I should not get charge ***** for a pdf file that is located on the computer. I have contacted my bank to dispute the charges. The number of the business Passport-Assist.com, no one will not answer the calls. and the location is listed under NM87505. But I see that its in ******* ** and other complaints has been flied with this company.

    Customer Answer

    Date: 08/01/2023

    The company need to be notated as a scam for other consumers seeking a passport.  Fraud/steeling people information

  • Initial Complaint

    Date:07/18/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 5, 2023, I submitted personal information to Passport Assist.com on their website regarding obtaining a passport. I included my banking information from which Passport Assist collected $49.85. I received no passport and no followup. I have since read that Passport Assist is a scam. I am inquiring about how to receive my money back for no services.

  • Initial Complaint

    Date:06/13/2023

    Type:Customer Service Issues
    Status:
    Unpursuable
    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 company charged me $59 to fill out a PDF form for me. They are portraying themselves as a government website when they are not affiliated with them at all. It's a scam!!

  • Initial Complaint

    Date:05/27/2023

    Type:Billing Issues
    Status:
    Unpursuable
    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 charged $49.85 without any knowledge or service

  • Initial Complaint

    Date:05/10/2023

    Type:Product Issues
    Status:
    Unpursuable
    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 attempted to enter information and was charged for services never rendered and can not find a way to contact the company directly. Company name is passportassist.com. Zero customer service help and no way to receive the passport after paying for the services in the time promised.

  • Initial Complaint

    Date:05/01/2023

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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 found this site for renewing my passport online and submitted the application/payment on 4/9/23 (including my social security number). I then proceeded to mail in my application and received a letter from the **************** recently saying no payment was received. However, I checked my credit card statements and found the $52.85 charge for Passport Assist. I searched online and discovered this was a scam. I would like to warn other consumers about this scam and the fact that they are pretending to be associated with a government agency.

  • Initial Complaint

    Date:04/30/2023

    Type:Billing Issues
    Status:
    Unpursuable
    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 was a ********** port site that took $65 from my account, I sent my expired passport and important personal information in via their site and had the passport retired saying they did not receive a payment even though I paid via Passport-assist when filling out forms. Site is misleading and a fraudulent site that stole my money and personal information.

  • Initial Complaint

    Date:04/14/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 company is all the way around a fraud!!! The website CAPTUR doesnt even work to make sure you have human! No one answers their phone. After I paid the money they said I would receive an email with a package in it! I knew something was wrong when I didnt even get the email. Please someone shut this website down and find out who the money is going to! I want a refund!

Passport-assist.com is NOT a BBB Accredited Business.

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