Fastport Passport

billing,delivery and collection issue: Transaction Id;[redacted],invoice no.[redacted],Auth Code:[redacted] dated **/08 /2015.please notify me its progress as no informations received.

Thanks.

Review: I called to cancel my request for an expedited passport because I thought I had lost mine, but I found it. The next day I called and left a message, no one responded. So I sent an email to the representitive who emailed me about continuing, again no response. Then I sent another email, no response. So I called the phone number that was listed for her and left a message, no response. I just want a refund for the services I did not need or use. A refund would solve my dispute.Desired Settlement: A full refund of $179.00.

Business

Response:

[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.

Review: I needed to get my passport quickly and thought this was my best option. So I bought and paid $130 for their service then realized the same day I paid for the service that it was going to be cheaper for me to obtain my passport from my local passport agency. I filled out the refund application and was sent an automated e-mail on the "rules" for the refund process. I was told in the e-mail that it would be at most 21 business days for the refund to show in my account. After about a month and a half I e-mailed the company wondering where my refund was. It has been another month after that e-mail and I have not heard anything from this company nor a refund in my account.Desired Settlement: I simply want this company to respond and do what they said they would do in the first place, refund my money!

Business

Response:

We have issued a Full Refund to the customers satisfaction.

Consumer

Response:

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,

Review: I ordered service from this company to get my passport sooner but I soon realized that I did not need it. I read the refund policy and noticed that I had up to 24 hours to get a refund. I ordered the service on May **, 2013 at approximately 5:39pm. I then canceled my order on May **, 2013 at approximately 10:44pm. This is less then the 24 hour period. I have the cancellation email that states it will take 5-7 days for my refund back on my credit card. In the fine print it states it can take up to 21 days. This has been over 21 days. I still have not gotten my refund. I have tried calling multiple times and even left a voice mail with my phone number and problem I was facing. I have waited 3 business days for them to contact me, but I have not heard from them.Desired Settlement: I would like a full refund of $109.00 that was billed to my credit card. I do not need to pay any penalties.

Business

Response:

Hi hope all is well and thank you for reaching out 1st your order is cancelled in full here is confirmation. Your cancellation form had incorrect email to correspond that is the only delay and a full credit is granted. Hopefully this resolves your dispute and satisfied with the out come. If possible please close your dispute with the Revdex.com as this is resolved within 10 minutes of this message.

Review: I followed the directions on the website TO THE LETTER to gather the materials needed for 2 day turnaround on a passport renewal. They charged me fully for the charges so I expedited everything they asked for [redacted] First Delivery for next day.

Then I received an email from them at 9:00 PM at night telling me that they needed items NOT LISTED on their specific web instructions. Specifically that they needed 2 photo ID's not 1 as stated on the web instructions, and that they needed 5 authorizations instead of 3.

In addition, they did not specify what carrier to use and it turned out to be [redacted] , not [redacted]. So I had already sent the package out and again, at 9:00 PM they inform me it has to be [redacted]... hours after the last pickup time for either service.

And lastly, the address they specified for me to send to was changed at 9:00 PM.

So I paid full price and pulled together everything I thought they needed and sent it, only to learn that these are actually incomplete and I will NOT receive 2 day service because they did not specify so many pieces of vital information correctly.

In addition, THEY NOW HAVE MY USED PASSPORT. So they have me over a barrel and can do whatever they want, including losing it.Desired Settlement: I want delivery of my updated passport on the 2-day schedule I asked AND PAID for and if that is not possible, then I want any fees refunded in addition to completing the order.

Consumer

Response:

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,

Review: I cancelled my orders on 7/**/2014 which was within 24 hours of the original order. So, I am eligible for the full refund amount. I have not received any correspondence ( except for the automated cancellation confirmation) or refund as of 8/**/2014. I called today and was put on hold for 10 minutes.Desired Settlement: Refund of (179+179+179+129) = $666

Business

Response:

All four orders refunded in full. Customers contacted personally.

Consumer

Response:

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,

Review: I attempted to obtain expedited passports for my children through Fastport. I placed the orders on 1/**/14. I took my children to a local passport agency on 1/**and attempted to submit my applications as directed by Fastport. The agency refused to process the applications with a delivery address that was not my home address ( as per Fastport's instructions, I used their address). I attempted to call them from the passport office and left a voicemail, I emailed twice and filled out their cancellation form. I have not received any response from the company. I do not feel I should be charged for attempting to use their service, having a government agency refuse it and then getting no assistance or follow up from the company.Desired Settlement: I would like a full refund for the two orders I placed. One for $109 and one for $159. I should not be charged a cancellation fee, because I did not choose to cancel my order. I was unable to utilize the service at all.

Consumer

Response:

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.

They have agreed to refund my money in full as per my request.

Sincerely,

Review: I submitted my application, but Fastport has not contacted me to process my passport. Upon following up I realized they are linking themselves up with USPS for assumption of passport services. But based in New York. I was on a website in California. Now that I want my refund they are trying to charge me a fee which was never explain in bold print. In fact I would not agree to doing business for my passport work in Newyork living in California and for any service fee should I cancel my application because of non compliance.

Is this business establish by a Government agency to check background of applicants instead of really providing a fast passport? I have been on the phone for half an hour to have Fastport just hang up.

Business

Response:

This applicant did not follow our instructional checklist to send in the documents therefore we cannot process a passport if they do not comply with our checklist.

We have cancelled this applicants order in full prior to the complaint

Review: On September **, 2014, I ordered an International Driver's Permit, and, to date, have never received it. I've emailed them about the issue many times, have filled out a refund request form, but they have ignored all my requests. I worked with Aida H[redacted]/Passport and Visa Specialist and Alyssa G. in Customer Support to no avail.Desired Settlement: I would like a full refund. I no longer have a need for an International Driver's Permit.

Business

Response:

We have issued the client a full refund as per her request. There was no cancellation request submitted we would be happy to fulfill that request had it been made. This should satisfy the client being given full refund. Thank You

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 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

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

Sincerely,

Business

Response:

[redacted] did complete the required cancellation form and this was an oversight on our accounting teams end. We take responsibility for this delay. We strive for complete customer satisfaction throughout the order process even if we are not servicing the customer at this particular time. In response to the customer we have taken the necessary steps in order to fully reimburse her for her order and we apologize for any time wasted on her end. Should there be any further questions or comments I can be reached at ###-###-####. Restfully Steven F** Owner.

Consumer

Response:

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,

Review: My complaint is against Fastport, an online passport expediting service for the following reasons:1. Their website is misleading and ALL their fees aren't disclosed in a transparent manner upfront. You get charged $379 before they disclose other fees ($199, $65) they will charge you AFTER you pay the initial $379 and finish their process which required getting them your information (proof of US citizenship); which is also not disclosed at the beginning of their website.2. I didn't go through with their process, never received any service or passport through them and they still charged me $379...for basically visiting their site and thinking from their website information presented I could get my expedited passport for $379 TOTAL. Again they do not disclose the amounts of other fees BEFORE you are asked to submit your $379 payment. This seems outrageous.3. When I called into dispute the $379 charge for receiving NOTHING from them. They told me theyd refund me $314 and keep $65 because that's what it costs to hold a spot for me at the US State department. I was also told, "You've made someone else lose their spot and they couldn't go on their trip." I said, "That is not true. I didn't make someone else miss their trip. Youre just scamming me out of $65."4. The overall reason I'm filing this complaint isn't because of my loss of $65. It's because come to find out, their services aren't necessary if you can go to an official US passport agency within 2 days of your travel date; which is what I did. At the US Passport agency, which has a 24 hour automated line to reserve an appointment, I made a 10 am appointment for Thursday at 11:30pm Wednesday night. I was in the very next day in [redacted]. At 10 on Thursday I had a discussion with a US passport agent. He told me most of those expediting services are shady and you don't need them because "we offer a 24 hour service"; which ended up true for me. I was in the US passport agency 10am Thursday, at 3pm Friday picked up my passport at the [redacted] Passport agency and flew to Mexico Saturday morning at 10am. Total cost? $130 for passport and $65 for 24 hour expediting fee = $195.Desired Settlement: I'd like Fastports website looked at: [redacted] I believe its misleading for the consumer. The total cost must be transparent and it isnt. Also their service is only appropriate for people who don't live near a US agency or cannot for whatever reasons get in themselves. I believe this should be disclosed on their website. Fastport made it seem to me as if an expediting service is the only way, but it isn't. It's much simpler to call the US passport agency automated appointment line and make an appointment by Thursday to have a passport in 24 hours. I don't want anyone else to get scammed like I did out of $65 or the full $379 if they don't have the time to fight it like I did. Can you do something?

Business

Response:

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,

Consumer

Response:

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,

Review: On August *, 2013, I placed an online order for an International Drivers Permit from FastPort Passport LLC. I received a purchase confirmation from [redacted] [[redacted]]. On August *, 2013 I emailed [redacted] directly, requesting that they cancel the order, and credit my credit card for the amount of the purchase. I did not receive a response.

On August **, 2013, I returned to the FastPort website and used the 'Live Help' chat to inquire about refunds. The representative provided a link to the Return Request Form. After completing the form, I was emailed a confirmation that stated that my order was "now in cancellation review. Once a cancellation is processed it will take 5-7 business days for a credit to post back onto the credit card on file". Ten days have since passed, and I have not heard from the company. No credit has been applied to my card.

It concerns me that Fastport does not take the time to process Cancellation Requests or respond to customers inquiries -- I have no idea whether my request has been processed or not, but I do have the confirmation emails I was sent.

Thank you for your attention to this matter.Desired Settlement: FastPort Passport should apply a full $50 refund to my credit card.

Business

Response:

We do not have your cancellation form on record here is the protocol form when you need to cancel an order

Review: Ive asked this company for a refund and have had no response from them.I want a complete refund or I will contact the New York Attorney Generals office and file complaint and or I will start legal action with a retained vDesired Settlement: Refund

Business

Response:

Below you will find a copy of the full refund issued to the client by Fastport Passport. We have attempted to contact client to inform him of full refund no answer on phone only voicemail. He has been fully refunded therefore we wish for him to withdraw his complaint. Thank you Billing Information Shipping Information[redacted]

Consumer

Response:

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,

Review: I contacted the company via website to order services to expedite a passport order. After the initial purchase, I contacted the company via phone and spoke with Team Lead [redacted]. that was very helpful and assisted me with voiding the transaction within the hour of the payment. She advised me that it would take 24-48 hrs for funds to be released back to my credit card. After a few days without payment recovery, I contacted again on Aug ** and contacted a [redacted]. in the accounting department to request assistance. He advised me to contact my CC company regarding release of funds. I did so and was advised by my card provide that it would auto return pending payments being held 15 calendar days of transaction. They also gave me information to contact the company regarding faxing a document to release funds within 48 hrs of receiving. I contacted [redacted]. back and advised him of the requested information. It was a back and forth issue but I ended up contacting both [redacted]. and my CC company via three-way conference and he was advised of the required information to expedite the release of funds. [redacted] stated that he would fax over the information to my CC company on that conversation. Because of the holiday delay, I did not contact the company back again until Wednesday to confirm the documentation was sent. I left messages on [redacted]. voicemail for a return phone call to confirm this information. I also contacted my CC company to verify if a fax was received. They have yet to receive one. So I called [redacted] back and same results, I received a VM. So I contacted the New York division on Sept. [redacted] and spoke with a rep [redacted] who directed me to another [redacted]. I spoke with a gentleman at that time and was sent back to [redacted]'s VM. At this time after reaching the voicemail it would immediately hang up. So I tried numerous times to call and speak with someone just to clearly get the number the document was faxed from to my CC company or verify document was sent. Each time after I tried to call back I was immediately routed back to [redacted]'s voicemail and noone would speak with me. By this time it is almost 15 calendar days and still have not received any resolution OR callback from anyone regarding my issue. I am no longer requesting the expedited request due to time lapse.Desired Settlement: I am requesting a credit of $40.00 to cover the overdraft cost of $25.00 incurred due to the unresolved issue and need to cover the cost of $15.00 to process my passport application with Next-Day shipment due to this delay.

Business

Response:

To Whom It May Concern, I am writing in response to the complaint filed by [redacted]. I have attached a PDF file proving that we voided her within an hour of her placing the order. Therefore she was never charged any payment to her credit card. We are not responsible for any overdraft fees that she may have experienced due to other unrelated charges that she made personally of her volition. Again, this is unrelated to our services. Please see attached document for proof of this transaction. Thank you, [redacted]

Review: Sunday, January [redacted], I placed an order for an IDP. I was instructed to pay for it first then I would get the instructions to go forward. After I paid the $80 I received noticed by email to [redacted] of the instructions. Because I do not have a valid drivers license I was unable to go forward with acquiring the Permit. My concern is the cancellation fee. If I had instructions before paying with my [redacted] debt card that I would have to have a valid drivers license I would not of had paid for something that I could not use. I feel as though the $35 cancellation fee should be and ought to be refunded to me due to misinformation.Desired Settlement: $35.00

Consumer

Response:

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,

Review: After purchasing a passport through Fastport Passport website in October of 2013, I submitted a cancellation form and cancelled my order within 24 hours. I received an "Order Cancellation Request Form" confirmation email shortly after. I did not receive anything further via email or phone in the time it stated. After waiting patiently for 2 weeks to get a response and/or the refund in my account, I called Fastport Passport and was prompted to leave a voicemail. I left several. Finally spoke with [redacted] and she said she would take care of the refund and it should process within 5-7 business days. Waited 7-9 days, nothing appeared in my account. Called [redacted] again, unable to leave voicemail on her number. So I continued to call her hoping for an answer. Also called Fastport Passport's number and wasn't able to get through. Got ahold of [redacted] once again and she told me the exact same thing she told me the first time I spoke with her. It is now January 2014, I have called Fastport's number over 10 times and [redacted]'s number over 10 times and I have yet to see the refund in my account or hear of any updates from Fastport Passport.Desired Settlement: I have read their cancellation/refund policy and based on their policy, I should have had my refund processed already. My order and order cancellation fall in line with their policies. Yet, I have not seen a dime back.

Business

Response:

[redacted],