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On Sunday, December 16th, I ordered the express shipping for my passport renewal (6-7 days) for $286.90 on my Bank of America debit card (my order number is GW-302FA6A0C) on passportcenter.com, a division of govWorks. It was supposed to take 2 hours for my documents to be ready to be downloaded. I'm STILL waiting for them. What a joke.
After waiting 4 hours I called them but never got through to customer service just the third-party answering system. I left a message. Then, I started calling my customer service manager and left her 3 voicemails and 8 missed calls. Day 2, still nothing and still can't download my documents. I called my Account Manager a few more times. One the 5th try I miraculously got through to her. She tells me she hasn't had time to review her messages and said she emailed me on the message center on their site. Are you kidding me? That's your job lady. Totally unprofessional. Additionally, I received no messages in the message center.
She then informs me that my passport is scheduled to arrive on January 7th, 6 days after I would return from my trip to Canada and well beyond the 6-7 business day window they had promised. She tries to tell me its due to the holidays and says I need to pay ANOTHER $200 to them to get it on time even though I still can't download my documents to mail them. She says I can request a refund and never even apologizes. I get an email to request a refund and fill it out in detail.
They are supposed to call you back and respond within 1-3 days. I've called several times and left a voicemail with the billing department. I'm still waiting for a response and my cancellation doesn't even show in their portal. The only thing I can see is my documents still try to be generated. I'm going to call my bank to report this as fraud. They never fulfilled any part of the service. Not what you would expect for almost $300.
