I was in a hurry for a passport, so I found this site. I filled out the application (for the company, not for the passport itself) and CC information on 5/20. Once I got the confirmation email and realized I would have to mail everything in anyway I called to cancel my order. I left a message with all the pertinent information and was told someone would get back to me. The next day I was told my refund would be completed within 21 business days, even though the money got taken out of my account within 2 minutes. I called on 6/14 because I still had not received my refund and explained that I expected my 'processing fee' refunded as well since no service were rendered and no applications processed. Both the customer service rep and her supervisor were incredibly rude and condescending and would not give me my refund. So I asked to speak with the next person up in the hierarchy, and was told that was the owner and he doesn't talk to customers. I asked a few more times, and tried to explain again why I should be refunded the entire amount and the supervisor continuously interrupted me and would not let me speak. After hanging up with her, I emailed the customer service provided on the website stating that I would like to speak with the owner, left my phone number, and said I would be expecting that phone call soon. As of this afternoon 6/18, I had not heard anything so I called the company again to make sure the email was received and appropriately forwarded. I was told after speaking with multiple people if I continued to call and 'harass' them I would just be put on hold, and consequently was put on hold. I called back once more, to say I would email again requesting to talk to the owner and I would be filing a complaint against the company. I did email again, stating I was still expecting a call from the owner, and as a fair warning I had filed a complaint with the BBB. All I want is my money refunded and now an apology from the owner of this company.
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