Alyson T.
lack of communication
Edit: i did recieve my refund with in 24 hours so i did change my review from 1 to 2 stars because i got my money back. But no explanation as to why I had such difficulty with the post office or why i could not get any answers via phone. I never said this was a scam, however they need much better communication with customers. The fact that the post office would not accept my packet due to what they said was missing documentation is concerning. I have been trying for two days to reach their office by phone. At this point i want a refund. I am extremely frustrated and upset. I submitted my payment and information and took everything to the post office to finish the application. The post office would not accept it for several reasons. The first being that i did not have a letter of authorization. They explained that for a courier service like this a letter of authorization is required. They would not accept the packet without it. I attempted to call for clarification thinking i had missed it in the packet and could not get through. I waited on hold for over an hour on Monday and then again on Tuesday for over an hour. I chose to print off a standard letter of authorization and use that. I returned to the post office for a second appointment and was told a second time they would not accept the documents for a courier service because it was more than two weeks from my travel date. They would not proceed. End of story. I called again for clarification and could not get through. I want a refund at this point. I can't tell if this is a scam or not but due to the lack of communication and absolute confusion on what paperwork is needed I have chosen to not use this service and make an appointment myself.
Response from Express PassportJul 16, 2021
The challenges you faced at the Post Office are unrelated to us and part of their training. During the current pandemic, they do not require a Letter of Authorization, because traditional expediting services are not offered. Those services are 1 day, 2 day, 6 days. That is why they need a waiver, but we have been granted permission to submit under the current processing times without that form. I am sorry that they did not know this information and wish you safe travels in the future.