Fastport Passport

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I paid twice, nothing was complimentary, that is false! I want my $refunded to me for all of this and the fact that I won't get my passport on time and that I was lied to about needing extra payment This was their mixup and I have to pay more and possibly miss my trip because of there bad service and customer service I again want a refund of at least $for all of this and possibly missing my trip They are holding my passport hostage over all of this! [redacted] [redacted] [redacted] [redacted] [redacted] On Wed, Oct **, at 11:AM, [redacted] * [redacted] wrote: [redacted] *** [redacted] [redacted] *** [redacted] [redacted] ** [redacted] [redacted] [redacted] * [redacted] *** ** [redacted] * [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

He sent his documents in with incorrect forms he then sent in the correct forms after being contacted by ***- she informed him that day that he needed to upgrade as his trip was far sooner than what he paid for he paid for a 6-business day and needed at least a 2-day and we courteously
upgraded him to a same day- He claims that it is our websites fault and he will not remove any complaints - as our website gives the wrong information- he put yes for damage and it turned into a DS-instead of an but he did not read instructions or call for any questions- he sent them in incorrect however became irate when we received the documents and informed they were wrong and he needed a quicker service He is scheduled to receive his passport this Saturday if he is released by the US Department of State this afternoon as we did give him a same day without extra chargeHe dd not follow any instructions not even the ones laid out for you by the US Department of StateThis client was actually given a service faster than he even paid for and has absolutely no basis for this complaintHe is receiving his passport ahead of schedule without paymentTherefore making this claim false

Revdex.com:
At this time, my complaint, ID *** regarding Fastport Passport, LLC has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
On Sun, Nov *, at 9:AM, *** *** wrote:
* *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** *** ** *** *** *** *** ** *** *** *** ***
Thank you
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because the business claims that I did not fill out an online form requesting a refund. They are alleging that I have lied. I have an email acknowledgment from them that proves I did file the form. I do not care for being called a liar. Following is their email acknowledgement: From: [redacted]Reply-to: [redacted]To: [redacted]Sent: 5/*/2015 9:36:53 P.M. Eastern Daylight TimeSubj: Order Cancellation Request Form 
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted],We apologize for any issue this has caused your as your order has been credited in full to your satisfaction. We go by a cancellation procedure as users must complete a cancellation request form as per the terms of service. We do not have one on file. This was also an oversight as there was a...

declined charge attached to your order as well. We thank you for getting in touch with us and want to assure you this issue has been resolved in full.  Please let us know should you need any future help.  Respectfully,Fastport Customer advocate team.

Hello,I am sorry you were displeased with our services. I understand you felt that the website is misleading. I see that you ended up going directly through the US Department of State. On the bottom of every page on the fastport passport link we state: "We are not a government agency we are a...

private service. If you would like to speak with the State Department they can be reached at ###-###-#### or [redacted]". We never defer you from looking into your options and if anything, we encourage people to know the facts before using our services. The majority of our customers are happy to avoid the US Department of State offices in major cities and often cannot even find appointments. On the main page, we list not only the advantages of going through our company, but more  so, the main differences in using us compared to what you ended up doing. As far as the "hidden fees" you mentioned, we never omit the additional government fees. On our home page it says "As a registered passport expeditor we charge a service fee (on top) of the government fee to secure your passport in the time you requested". That is repeated several times so there is no confusion.  Not only do we try to be transparent, but we try to put the facts out there before any order is complete. In fact, on the home page, there is a noticeable tab for instructions where anyone can access the checklist that gives you insight to the entire process. As far as our terms of service are concerned, in order to keep error orders as low as possible, we do establish a terms of services just like any reputable company. By providing all the facts before hand, our goal is that every customer is aware of what they are purchasing before doing so. This is why, before submitting every order, our systems asks if you agree to the terms of service. As a small company, we try to go the extra mile by offering chats and phone lines  to speak to customer representatives for any questions you may have before and after placing an order. Here are the terms of service again if you would like to review: [redacted]Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I paid twice, nothing was complimentary, that is false!
I want my $100 refunded to me for all of this and the fact that I won't get my passport on time and that I was lied to about needing extra payment.  This was their mixup and I have to pay more and possibly miss my trip because of there bad service and false customer service.
I again want a refund of at least $100 for all of this and possibly missing my trip. 
They are holding my passport hostage over all of this!
[redacted] 
[redacted]
[redacted] 
[redacted]
On Wed, Oct **, 2014 at 11:42 AM, [redacted] wrote:
[redacted]
 [redacted]  [redacted]
 [redacted] * [redacted] ** [redacted] * [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I would like to rescind my complaint.  What happened to me has been 100% corrected by the company.  Please drop my complaint.
Sincerely,
[redacted]

Review: I ordered Fastport Passport's expedited passport courier service on December [redacted], 2013 for $109.00, and ended up cancelling the trip I had originally planned on going on. I cancelled the passport service order through Fastport Passport on December [redacted], 2013, and as stated in their contract, they will honor a refund minus the $35.00 service fee...which is still a rip-off, they should not charge anything since they did not do anything. I have waited for 19 days to see the refund of $74.00 in my account, and still have received nothing. I can see that this issue is ongoing with this company, and they cannot go on doing business like this. It is unfair and a completely thieving customers.Desired Settlement: I want my $74.00 that is promised to me in the contractual agreement from Fastport Passport.

Business

Response:

[redacted]

Review: I requested and was subsequently charged for expedited service of a NEW passport. If I were to cancel, I would be offered a refund but there was terms of a $35 service charge regardless of cancellation. After I agreed to these terms, it was then I learned via a service representative that they would not be able to provide me their service because of the time frame with which I requested their service. Apparently, they can only expedite service of a new passport within two weeks of travel. I was requesting service one month prior to travel. She apologized but stated these were the rules.

My complaint is that this is not noted anywhere and I was even asked my date of travel, yet no red flag. And I'm still being charged the $35 after cancellation.

I would also like to complain about the customer service rep with whom I just spoke with and told me that I agreed to these terms. And when I complained that there is no written statement about this two week rule she stated there are other services they can provide outside of the two weeks but their system is automated just because yours wasn't one of them but OH WELL.Desired Settlement: Refund of service charge.

Review: Ordered an expedited passport renewal on 9/**/13 at 10:am. Immediately changed my mind and tried to cancel the transaction by chattiing with an unresponsive link on their website and by calling their phone number and leaving a cancellation message including my transaction number. Received a online cancellation request and filled it our and returned it. Received a response from the company saying my cancellation was under review and that I would be charged a $35.00 service fee. No service was rendered. I am requesting a full refund because no service was provided other than a couple of e mails sent to me in response to my request.Desired Settlement: Full refund

Business

Response:

Your order was voided in full the same day we are closed on the weekends as you can see on your credit card you have not been charged any fees.

Review: On December **, 2013, 5**pm (Pacific Time - San Jose, Calif) I placed an online order through Fastport Passport for an expedited replacement of a lost passport, and was charged $3**.00, 12/**/**13, Invoice _______________; Transaction ID _______________.

It was Wednesday, and my trip departed the following Sunday. Meanwhile, I went online at US Department of State and filled out all the necessary forms (DS-11 and DS-64) myself.

The next morning, on December **, 2013, I emailed Steven Fox, Owner, Fastport Passport, and informed him that it was clear he would be unable to provide the service within 2 days. [redacted] responded same day, via email at 9:34 am, saying, “Yes you are in que to be cancelled.” I continued with the process to get my passport replaced by calling Washington DC State Department, explaining the situation and getting an appointment with the San Francisco Passport Agency on Friday morning. On December **, 2013, I took a day off work to drive from San Jose to San Francisco to submit paperwork to SF Passport Agency, and received a passport replacement on Friday afternoon, December **, **13.

I returned from my trip on December **, 2013. On January *, 2014, I went online and checked my VISA Credit Card Account and saw that there was a charge from Fastport Passport posted December **, 2014; however, there was no refund.

On January *, 2014, at 2:16pm (Pacific Time) I emailed Steven Fox, attaching the email with the receipt and in which he said a refund was “in the que” and asked when (what date) I could expect the refund. He was non-responsive.

On January **, 2014, I sent three emails via Fassport Passport’s online “Contact Us” webpage at https://fastportpassport.com/contact with a cut-and-paste of my request, again asking for status of the refund that was “in the que.” Again, Fastport was non-responsive.

23 days have since passed since [redacted] stated that my refund was “in the que”, and to-date the company has been non-response to my e-mails. From 12/**/13 to 12/**/13, no services were rendered by Fassport Passport, and I handled expediting my own passport replacement. Meanwhile, the full charge was posted 12/**/13, and no refund has appeared on my credit account. It is disappointing that this company does not respond to customer inquiries and is comfortable processing and holding on to payment for services it did not –and could not-- deliver. Good and successful businesses are characterized by honest communication, direct customer response, and transparent business transactions -- I hope this was the case with Fassport, but to-date, I have no idea of the status of my refund. I do have copies of all the email correspondence.Desired Settlement: I would appreciate any assistance you can provide in obtaining an expeditious resolution to receiving the refund. Thank you for your attention to this matter.

Business

Response:

Hello your refund was already processed here is the proof of cancellation as per terms of service see below. If you have not received your credit at this point you may need to contact your credit card company.

Review: I ordered an expedited passport and was told that my paperwork was mixuped and I needed to provide a second set of paperwork. This cost $50 in overnight shipping. When that paperwork arrived I received an email about needing additional paperwork. After sending them the needed paperwork again for another overnight shipping cost of $50. I was never told that I would need to pay an additional fee for their mistake, now they won't process my passport for my trip on Oct**.

They want an additional $100 to deliver my passport before my trip, this is extortion and not at all kosher.Desired Settlement: I want my passport delivered as promised by Oct**.

Business

Response:

He sent his documents in with incorrect forms he then sent in the correct forms after being contacted by [redacted]- she informed him that day that he needed to upgrade as his trip was far sooner than what he paid for he paid for a 6-9 business day and needed at least a 2-3 day and we courteously upgraded him to a same day- He claims that it is our websites fault and he will not remove any complaints - as our website gives the wrong information- he put yes for damage and it turned into a DS-11 instead of an 82 but he did not read instructions or call for any questions- he sent them in incorrect however became irate when we received the documents and informed they were wrong and he needed a quicker service. He is scheduled to receive his passport this Saturday if he is released by the US Department of State this afternoon as we did give him a same day without extra charge. He dd not follow any instructions not even the ones laid out for you by the US Department of State. This client was actually given a service faster than he even paid for and has absolutely no basis for this complaint. He is receiving his passport ahead of schedule without payment. Therefore making this claim false.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I paid twice, nothing was complimentary, that is false!

I want my $100 refunded to me for all of this and the fact that I won't get my passport on time and that I was lied to about needing extra payment. This was their mixup and I have to pay more and possibly miss my trip because of there bad service and false customer service.

I again want a refund of at least $100 for all of this and possibly missing my trip.

They are holding my passport hostage over all of this!

On Wed, Oct **, 2014 at 11:42 AM, [redacted] wrote:

[redacted]

[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Fastport Passport, LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

On Sun, Nov *, 2014 at 9:46 AM, [redacted] wrote:

Thank you.

Sincerely,

Review: I have had more than a difficult time trying to obtain a refund from Fastport Passport, even after it was promised repeatedly.

On 11/**/13, I was told the “order was in que for cancellation”

On 1/**/14, I was told the issue had been sent to Accounting for review “as a credit should have posted to my account per terms of agreement”

On 2/*/14, I was told a refund check had been mailed and to “double check”, if not received, “ another would be issued, not a problem”

On 5/**/14, I emailed a second time that I HAD NOT received the check . (I don’t recall the date of the first response I sent saying I had not

received the check)

All of this information was emailed AGAIN on 7/*/14 with a prompt response from the [redacted] promising to send another check "at his expense" via FedEx Express Saver and a request to [redacted] to review the case and send the tracking info. As of today 7/**/14, I have received NO check or tracking information. This company's responses all "sound good" and official. I am not sure why this has been such a difficult issue to resolve, but after so many promises, I won't believe what they say until I have taken the check to the bank and cashed it.Desired Settlement: I would like to receive a money order sent via FedEx or UPS along with a tracking number. I don't feel this company stands behind their policy or promises made via email.

Business

Response:

In response we have sent out a refund check on the 2nd request for $129 as the cancellation to her credit card since it was past 6 months.

We sent a check to

Shipping Information

We will attempt to send another cancellation check to [redacted] today as we see our check number [redacted] has not cleared

We are very happy with the service I applied for the 2-3 business day service and got my passport renewed on time as promised. No need to have the headache working with the post office or waiting on long lines. Fastport Passport produced the passport as advertised.

Pros

- Very good directions online

- Extremely fast service (completed my 4-5 business day request in 3 business days)

- Very good service by online customer service agent (for status check)

Cons (minor)

- Could provide automated status updates (over email). Currently status updates provided only when queried

- Fastport online account should show status of active requests. Currently doesn't show status of any active requests. Had to query an online customer agent for status.

Review: On Thursday June *, I contacted the Fastport Passport office with the hopes of receiving an expedited passport for a medical mission travel to Peru. My original passport did not expire until August of 2013, however, I needed to have a valid passport that did not expire within six months. I was unfortunately told this information the day before I was to leave on June *. Being that this was a very last minute and stressful situation, I didn't have many options. I contacted Fastport Passport with the hopes that they could help me obtain a passport within 24hrs. I paid the "miracle same day service" fee of $399.00. It should also be noted that in order to further proceed with anything through Fastport Passport you have to pay the fee first. This should have been my first indication that something was wrong, but understand that I was just trying to get a passport as fast as I could to go on this trip I've been planning for months. It soon became reality that I would most likely not receive a passport in time to leave on my trip the next day. That is when I made the cancellation. The request was made on the same day as I purchased the service, Thursday June *. Shortly after I made the cancellation I was informed via email that I could receive my passport the next day, I would just need to send in the necessary documents to [redacted] in Philadelphia. [redacted] is apparently the person who works directly out of the Philadelphia office, and is very good and fast at what he does, so says employees at Fastport Passport in NY. I called to see if my cancellation would affect this, but did not receive any answer from Fastport Passport. This all took place near or after 5pm on that Thursday. The next day I sent off my documents to [redacted] with the hopes of at least receiving a passport by that Monday. These documents included my old passport, the passport renewal form, a money order to the U.S Passport Agency for $170, and a travel itinerary. I felt that I could get the passport by that Monday June ** and still travel to Peru to finish at least some of the medical mission. Not the case, I didn't hear anything further from Fastport Passport, not even if they had received my documents. After weeks of calling and trying to figure out what was going on, I finally received my new passport around July * or *. Nearly a month had passed and I still did not receive a refund or heard anything about it. Clearly I did not receive any "same day miracles" or any the next week or the next. My cancellation form fell into their tedious guidelines of obtaining a refund, which is pretty much having to file within the same day, so I am not understanding why I have not received my refund. I have called and spoke to several employees at Fastport Passport and was given the following: 1. My refund should be happening any day (this was around July **) 2. I needed to email [redacted] to inquire (which I did on July ** and have yet to receive a response) 3. That I should be receiving an email about the refund and withing 48 hours I would have my refund (this was on August *) I understand that a fee of $65.00 will be charged to me for processing, according to the rules and regulations of their cancellation and refund policy. That should still leave me with about $334 to be refunded. It should also be noted that I was contacted by the U.S Passport Agency in Philadelphia a week before I received my passport. This was a phone call to verify that I was the person who was requesting the passport. I informed the agency that I had gone through Fastport Passport but had not received any information at all about my passport. The person thought that it was strange that I did not hear anything and was going to look into it. Ironically, shortly after this I was contacted by [redacted] asking did I receive an email from him about my passport. I never did, not until I let the U. S Passport Agency know that this courier service had not contacted me at all, and that I was really just relying on good faith that all my information and documents I sent were in good hands. I didn't want to cause a big fuss knowing they had my documents and I had yet to receive a passport of refund. I was told at this time by [redacted] that I did not send in the right itinerary. Understand that with a medical mission, my airline itinerary with being delayed because I did not have a passport. However, I did send in documents from the mission and a true itinerary of what I would be doing day by day in this country on this mission. I have filed a refund within the parameters of their policy and its growing on three months later. I expect an refund or at least information telling me why I can't receive the refund, neither of which has has happened as of yetDesired Settlement: I would like to receive my refund, or at least a detailed explanation telling me why I can't receive it. It would be interesting to see the reason I can't receive after nearly three months of waiting.

Business

Response:

The applicant is entitled to the $334 and it had been processed as a credit the email we sent the refund to came as a mailer failure so we have tried to process the credit again. This time the credit shows in process and in transit. This should resolve the customers complaint to full satisfaction.